How Community College of Philadelphia Used a Voice AI-Enabled HelpDesk to Extend Support Hours, Reduce Resolution Times and Improve Student Satisfaction

Why This Session

Community colleges serve students who work, commute, and study on their own schedules. When a password expires or a new phone breaks MFA, it happens at 11 PM, not during office hours. Community College of Philadelphia faced the same pressure as most institutions: rising helpdesk volume, round-the-clock expectations, and no hiring plan that could close the gap.

[Moe Rahman], Chief Information Officer at CCP, walks through the full arc: how a Voice AI-enabled helpdesk took over password reset and MFA, why the college then extended Voice AI into resolving classroom emergency calls, and what it has meant for the student support experience across campus. Then a look at what CCP is building next. Built for CIOs and IT Directors deciding whether Voice AI is real or vendor-ware.

What You’ll Leave With

• The challenges: the support demands that pushed CCP to rethink its helpdesk
• Password reset and MFA with AI: how CCP deployed an AI helpdesk and what changed
• The move to AI Classroom Emergency: why CCP expanded beyond the IT helpdesk
• The impact so far: how AI is modernizing student support at CCP
• Live demo: CCP’s actual call flows, not slides
• What’s next: where CCP is taking AI from here

Who Should Attend

• CIOs and IT Directors evaluating AI-powered support and IT staffing strategy
• Helpdesk and IT Support Managers carrying password and MFA ticket volume
• Academic Technology and Classroom Support Leaders responsible for keeping live classes running
• Procurement and Finance Leaders comparing cost per resolution against adding headcount [add no-RFP line if a cooperative contract applies]
• Community college leaders supporting evening, part-time, and returning learners with lean teams