How Alabama State University Reduced Helpdesk Calls with Voice AI

Overview

Alabama State University was experiencing rising call volumes and increasing expectations for immediate support, placing pressure on its IT team to maintain reliable 24×7 service. Without a scalable model, response times slow and service consistency drops during peak and after-hours periods.

To address this, ASU evaluated Voice AI as a way to stabilize operations and manage high call volumes without expanding staff. The objective was straightforward: deliver faster, more consistent support for students, faculty, and staff.

After implementing Voice AI, ASU saw notable improvements-quicker response times, shorter wait periods, and more consistent support across all hours, strengthening the overall service experience.

In this session, we’ll cover:

• How Alabama State transformed 24×7 IT support with Voice AI
• Challenges ASU faced with scalability, call volumes, and service continuity
• Outcomes after deploying Voice AI (speed, consistency, and student satisfaction)
• What triggered ASU’s move toward an AI-enabled support model
• Voice AI – Live Demo (ASU call flows and real use cases)
• Onboarding & Go-Live Overview

Who Should Attend

• CIOs, CTOs, and IT Leadership
• Directors of Helpdesk & Support Services
• Student Services & Enrollment Teams
• Innovation and Digital Transformation Offices
• Institutions evaluating AI-enabled support models