Admin automation for universities
a large public university system
staff hours saved
of routine inquiries auto-resolved
answers for students
Staff drowned in repetitive admin: routing student inquiries, processing forms, and reconciling data across siloed systems. Students waited days for routine answers, and skilled employees spent their time on rote tasks. Budget pressure meant the work had to get done with the team already in place, not a larger one.
How we approached it
Mapped high-volume administrative workflows across departments to find automation candidates.
Built agents to answer common inquiries and process routine forms end to end.
Connected siloed systems so data flows without manual re-entry.
Escalated edge cases to staff with full context, expanding scope as reliability proved out.
“Students get answers the same day, and my staff finally work on what needs a human. We did it without adding a single headcount.”
Hours were measured from the volume of inquiries and forms handled automatically against the time those same tasks previously took staff to complete manually.
They escalate to staff with full context attached, so employees resolve genuine edge cases quickly without re-gathering information the student already provided.
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