Higher education institutions face a unique set of challenges as they strive to offer high-quality learning environments while managing vast administrative tasks and diverse student populations.
Connect with one of our experts to discuss your challenges and discover how our solutions can help you achieve your goals.
Luware helps educational institutions enhance student engagement and dramatically reduce administrative burdens by optimizing communication workflows and integrating seamlessly with their existing systems.
Luware leverages Microsoft Teams and Power Platform to automate routine administrative tasks and ensure that complex or urgent student needs are addressed quickly and correctly, enhancing the overall student engagement and efficiency of academic administration workflows.
During clearing, high call volumes from accepted applicants overwhelm admissions teams. Luware Nimbus automatically checks the caller's student record, informs accepted students of their status via an announcement, and triggers a follow-up email, allowing agents to focus on new applications and reducing queue times.
Students don't always use the correct terminology (e.g., saying “I can't access my email” instead of “IT support”), leading to wrong routing and delays. Luware uses intelligent intent recognition to understand the student's natural language and routes them to the correct department immediately, speeding up resolution and minimizing call transfers.
Students with urgent needs, such as a broken boiler in their accommodation, may wait in long queues, putting them at risk. Luware Nimbus checks against the CRM to identify vulnerable students and provides them with a high distribution priority, giving agents context for tailored communication and proper escalation to specialist teams.
When students call to report issues, such as a Wi-Fi outage, Luware leverages AI Natural Language Understanding (NLU) to fully automate the entire ticket creation process. This agent intelligently asks all necessary questions and logs the ticket directly into the system, eliminating the need for staff intervention. This significantly streamlines administrative processes and ensures data accuracy by minimizing form-entry errors.
Secure identity management and GDPR-ready solutions
As higher education institutions navigate increasing student expectations and complex administrative demands, data reveals critical areas for technological intervention. Luware provides the platform to address these challenges head-on by integrating modern communication and automation capabilities.
Luware integrates with your student record system via Power Automate to identify the caller's application status. If accepted, it provides an instant announcement and triggers an email with course and accommodation links, reducing agent workload and enhancing student experience.
Yes. Calls can be routed based on the student's selected language in the IVR (e.g., English, German, French) to staff with matching language skills, reducing transfers and ensuring first-touch resolution.
Yes, Luware Nimbus uses its Power Automate connector to integrate with a wide range of external systems, including student record systems, which would typically include connections to or data relevant to your LMS.
By integrating within Microsoft Teams, Luware Nimbus supports all modalities (voice, WhatsApp, SMS, live chat), and its transcription and CRM logging features ensure all interactions are captured and consistent, essential for a seamless hybrid learning environment.
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