Partnerzy
Context & overview
Multiversity is the largest private digital education group in Italy, managing several online universities and training institutions. In 2024, it launched an AI-powered chatbot to improve governance of student relations and provide scalable, personalised assistance. The initiative reflects a growing need among Italian higher education and vocational institutions to handle large volumes of student requests, streamline operations and enhance communication efficiency.
Challenges addressed
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Traditional communication channels (emails, phone, in-person help desks) were overloaded by high numbers of enquiries. |
Students required immediate and accurate answers on enrolments, regulations, exams and internships. |
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Administrative staff faced repetitive tasks, leaving less time for complex or high-value services. |
The institutions aimed to guarantee 24/7 support to a diverse population of learners, many of whom are working adults. |
Solution implemented
Multiversity introduced a Generative AI chatbot, trained on the institution’s internal documents, regulations, calendars and academic content. The chatbot is embedded into the student services portal and is capable of:
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Responding instantly to FAQs regarding enrolment, exams, deadlines and procedures. |
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Supporting orientation for prospective students, easing the admissions process. |
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Providing personalised guidance by interpreting queries in natural language. |
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Reducing pressure on administrative staff by automating routine communication. |
Impact and results
Students now have 24/7 support, reducing waiting times and improving satisfaction. The chatbot offloaded a significant portion of repetitive requests, freeing staff to focus on governance and strategic decisions. By embedding AI into institutional processes, Multiversity demonstrated how digital universities can scale communication without losing quality.
Moreover, the model offers a blueprint for the Italian VET centres seeking to integrate AI for student engagement and service management.
https://www.dire.it/19-11-2024/1099706-multiversity-ecco-il-chatbot-che-supporta-gli-studenti/
AI chatbot, student engagement, institutional governance, automated communication, higher education
