How AI automation helped Simplilearn support learners faster and more efficiently

With Simplilearn

45%
faster query resolution
35%
reduction in support ticket
35%
Higher course enrollment
Company

Simplilearn

https://www.simplilearn.com/
Headquarters

India

Industry
Education
Key features used
Rex AI agent
CTWA
Template Messaging
Team Member Performance

Meet Simplilearn

Simplilearn is one of the world’s leading online learning platforms, providing upskilling programs in areas such as digital marketing, AI, data science, cloud computing, cybersecurity, and more. It is trusted by millions of learners worldwide. With students joining from various time zones and learning at different paces, timely and accurate support is crucial for their course completion journey.

As the platform continued to grow, the volume of learner inquiries also increased. These queries ranged from issues with course access to questions about certifications, module clarifications, payment assistance, and deadlines.

‍

The Challenge: Increasing Learner Volume Putting Pressure on Support Teams

As Simplilearn grew, the number of support queries also increased. Learners often needed assistance with course access, scheduling, deadlines, certifications, and billing. With thousands of students interacting each day, the support teams faced mounting pressure to respond quickly while maintaining consistency. High demand during exam weeks, assignment deadlines, and program launches made it even more challenging to keep response times low.

It became evident that there was a pressing need for scalable and always-available support.

‍

The Solution: AI-Powered Support Automation Integrated into the Learner Journey

By implementing BotSpace’s AI support assistant, Simplilearn has automated responses to a high volume of repetitive queries on both WhatsApp and the website chat. The AI agent provides immediate and accurate answers regarding course access, learning paths, certificate timelines, payments, and more, thereby reducing the reliance on human agents for routine interactions.

For complex issues, the AI smoothly escalates the matter to a support specialist, ensuring that learners can continue their journey without interruption. With up-to-date program information and structured responses, the AI guarantees consistency across all learner touchpoints.

‍

Results: Enhanced support, improved learning experiences, and increased completion rates

Since implementing BotSpace’s AI support automation, Simplilearn has observed the following improvements:

  • 45% reduction in query resolution time, particularly during peak learning hours
  • 35% decrease in support ticket volume, as AI efficiently addresses high-volume FAQs
  • Increased course completion rates, as learners receive instant assistance
  • More consistent support availability, regardless of time zone or workload