Winthrop University Selects BlackBeltHelp to Modernize Online Student Support with 24/7 Voice AI and After-Hours IT & LMS Helpdesk

Miami, Florida – June 26, 2026 – Winthrop University, a four-year, top-ranked, mid-sized public regional comprehensive university located in Rock Hill, South Carolina, has selected BlackBeltHelp to modernize IT and LMS support operations for its online student population through an AI-powered helpdesk platform purpose-built for higher education.

The new AI-powered helpdesk extends timely assistance to online learners including coverage during evenings, weekends, and high-volume enrollment periods. By combining Voice AI and human agents, the platform delivers Tier 1 support across IT and LMS-related queries through voice, chat, and email – ensuring fast, reliable, and accessible support whenever Winthrop’s online students need it most.

“

Our online students need support that meets them where they are - nights, weekends, and at every peak in the academic calendar. This partnership puts the right technology in place to make that a reality. By combining Voice AI with human escalation, we’re not just improving response times - we’re fundamentally changing what online learners can expect from their institution.

Melissa McCartney,
Dean, School of Graduate, Continuing, and Online Education,
Winthrop University.

As part of Winthrop University’s commitment to student success and educational equity, this initiative ensures that online students – many of whom balance coursework with work, caregiving, or other responsibilities – can access the support they need, whenever they need it. By joining BlackBeltHelp’s community of forward-thinking institutions, including Cornell University, Columbia University, University of Alabama, and Texas A&M Corpus Christi, Winthrop University affirms its dedication to student-first service delivery.

Solution

BlackBeltHelp AI 24/7 & After-Hours

24/7 AI-powered support for IT and Blackboard - instantly resolving password reset, MFA issues, and student FAQs via voice or chat, with seamless escalation to a human agent after hours. Serving Winthrop’s online student population exclusively.

Products

Voice AI Password Reset & MFA

24/7 conversational phone support for password reset and MFA - verifying identity via OTP, security questions, or PII, resetting credentials through Wingspan, and guiding users through Azure AD / Entra setup step by step.

Voice & Chat AI IT FAQs

Resolves IT support questions instantly via phone or chat - ingesting knowledge from your website, SharePoint, and internal wikis to deliver accurate, cited answers with intelligent probing, SMS follow-up, and seamless live agent escalation.

Voice & Chat AI LMS FAQs

Answers Blackboard questions in real time via phone or chat - embedded directly inside the LMS for context-aware support, with cited responses pulled from course content and institutional knowledge bases.

Integrations

BLACKBELTHELP AI HELPDESK HIGHLIGHTS

24/7

Always On

AI and human agents cover evenings, weekends, and every enrollment peak.

200+

Pre-Built Integrations

IAM, ITSM, SIS, LMS, and CRM - meets your institution where it is.

70%+

Tier 0/1 Resolution

Staff focus on higher-value work while BlackBeltHelp handles the volume.

About Winthrop University

Winthrop University is a four-year, top-ranked, mid-sized public regional comprehensive university that provides personalized and challenging undergraduate, graduate and professional education programs of national caliber in a variety of on-campus and online programs and modalities. Known for its personalized academic experience and strong commitment to student success, Winthrop serves a diverse undergraduate and graduate student body, and its historic campus is located in Rock Hill, South Carolina.

About BlackBeltHelp

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. For more information on BlackBeltHelp, go to www.blackbelthelp.ai.