With Scaler
Meet Scaler
Scaler is one of India’s most respected upskilling platforms, dedicated to helping thousands of learners advance their careers in software engineering, data science, artificial intelligence, and product development. With live classes, hands-on projects, personalized mentorship, and demanding program schedules, Scaler's learners often require quick and reliable support to stay on track.
As enrollment increased globally, maintaining fast and consistent support became a growing challenge.
The Challenge: High Support Demand During Critical Learning Moments
Scaler experiences a massive volume of support requests, which include issues related to logins, class schedules, project guidelines, deadlines, billing inquiries, and certificate status updates. Demand peaks during live classes, assignment submissions, and placement cycles.
Managing this volume manually has led to delays in response times, increased the workload for the team, and made it difficult to maintain high-quality, timely support for learners across various time zones. Scaler needed a scalable and consistent support system that could keep pace with its programs.
The Solution: AI-Driven Support Automation Integrated into the Learner Journey
By introducing BotSpace’s AI support assistant, Scaler has automated responses to thousands of recurring queries, providing instant and accurate answers to students. The AI assistant assists learners with various needs, including program access, class reminders, assignment guidelines, timelines, project requirements, payments, and platform navigation.
When a query requires more in-depth assistance, the AI seamlessly transfers the conversation to a human support specialist, ensuring that learners never feel stuck. With 24/7 availability, the AI delivers consistent support across global time zones while reducing reliance on manual responses.
Results: Enhanced Support, Improved Learning Experience, and Better Outcomes
Since implementing BotSpace, Scaler has achieved the following results:
