Student Services
Front Desk agents answer and route. End-to-End agents open the record and resolve it. Both run on the same conversational engine.
The problem today
A roster sized for the average is overwhelmed at the peak. One sized for the peak is unaffordable. So the third shift goes uncovered, and the queue is still there on Monday.
Capabilities
Three outcomes, each visible in the product rather than claimed in a brochure.
Answer time, same inbound line
Term start, midnight, Saturday. The line is answered immediately, and the routine questions never reach the queue.
Retrieval restricted to the approved set
The agent speaks only from the knowledge base and pages you approve. When it does not know, it says so and gets a person.
Filed before the transfer, not after
Escalations arrive with the caller's details captured and a ticket already filed, so the human starts informed instead of from scratch.
How it works
Every student support call runs the same way. One question at a time, confirmed where it matters, replies kept short.
When it cannot resolve the call
The caller is never sent back to the queue to start over. Details captured, ticket filed, destination announced, context travels with the call.
Route
You configure departments with a name, a number and the topics that belong to them. The agent names the department, tells the caller where it is transferring them, and dials.
Hand off
When a caller asks for a person, or approved content has no answer, the agent hands to a live agent queue, asking what the call is about first so the human starts with context.
Record
Where ticketing is configured, the agent collects the caller details you want, files a categorized ticket, and hands the caller over with it already in the system.
Security, Privacy & Compliance
The same answers we give in your RFP, published up front.
Frequently asked questions
01
No. The AI Front Desk answers questions and routes calls; it does not verify identity or touch any record. For record-level resolution, see the End-to-End products.
02
Your knowledge base and the specific public pages you approve. Nothing else.
03
It transfers, always, at any point in the call.
04
Yes, fully, from start to finish. Each agent speaks one language; institutions offering both publish a dedicated line for each.
05
Both terms describe it. It is a voice agent that answers your student services line, resolves routine questions from your approved content, and routes everything else. It is not a chat widget and it does not act on student accounts.
06
3-5 business days to first go-live
15 minutes. A live Voice AI call on your own systems. No slides.
BlackBeltHelp is the #1 AI-powered Helpdesk platform purpose-built for higher education. It combines Generative AI, trained agents, and integrations with systems like Ellucian™ Banner, Canvas, Slate, and Microsoft Entra to answer IT, student services, and admissions questions. Trusted by 130+ institutions including Columbia University, Cornell University, and the California Community Colleges System, BlackBeltHelp manages over 8 million helpdesk interactions annually, ensuring 24x7 support so campuses stay connected and students stay supported.
BlackBeltHelp is the only AI + Human helpdesk platform purpose-built for higher education. It combines Generative AI, trained human agents, and 200+ integrations with systems like Ellucian™ Banner, Canvas, Slate, and Microsoft Entra to resolve IT, admissions, financial aid, advising, and student services questions on any channel, in 42+ languages. Trusted by 130+ institutions including Columbia University, Cornell University, and the California Community Colleges System, BlackBeltHelp manages over 8 million helpdesk interactions annually, ensuring 24x7 support so campuses stay connected and students stay supported.
