Start with the support problem
Education teams see surges: enrolment week, exam time, the first day of a course. The same questions arrive again and again, often outside office hours and from different time zones. Staff spend their day retyping answers about deadlines and logins instead of helping the student who is stuck.
A workflow to put into practice
Step 1
Write down what students ask most
Turn fees, dates, requirements, refunds and login help into short articles in your knowledge base. The same articles feed your public help centre and the AI assistant, so one correct page fixes every answer.
Write articles →Step 2
Let the assistant answer from your pages
On the paid plans, the assistant answers only from the pages, documents and answers you give it, shows its source and hands over when it is not sure or when the question is about a student's own account, payment or results.
How the assistant works →Step 3
Greet visitors on the right page
Start a conversation on the course page after a short time, and on the enrolment page offer help before checkout. Use office hours and an away message so students in other time zones know when to expect a person.
Proactive messages and routing →Step 4
Collect questions and feedback
Add a contact form or pop-up for people who would rather not chat, ask for a rating when a conversation ends, and read the questions the assistant could not answer to decide which article to write next.
Forms, pop-ups and ratings →
Example: enrolment week
Illustrative workflow to test with your own team.
- A visitor on the course page asks about the start date and the fee. The assistant answers from your current course article and shows the source.
- The visitor asks whether they can pay in two instalments. That is about money, so the assistant hands the chat to your team with the conversation attached.
- A team member replies from a saved reply about payment plans and sends the enrolment link.
- After enrolment week you read the unanswered questions and add three articles for next term.
Before you go live
- Write the articles on fees, dates, requirements, refunds and logins before switching the assistant on.
- Test the assistant with real questions from last term and with questions it should hand over.
- Set office hours for each time zone you serve and a clear away message.
- Decide who answers payment, certificate and results questions.
- Remember students' privacy: set a retention period and tell students how chat data is used.
What to measure after launch
- Questions answered without a person
- In the assistant report, see what it resolved and why it handed over.
- Knowledge gaps
- The questions it could not answer are your next articles.
- First reply time in busy weeks
- Compare enrolment weeks with quiet ones to plan staffing, and try the staffing calculator.
Questions about this setup
Can an AI assistant answer student questions?
Yes, from the course information you give it. On the paid plans it answers only from your pages, articles and documents, shows its source, and hands over to your team when it is not sure or when the question is about a student's own account, payment or results.
Can it handle questions at any hour and in other time zones?
The assistant answers whenever a visitor writes. Your team sets office hours per website in its own time zone, and visitors outside those hours can leave an email address and get a reply later.
How do we avoid the assistant giving wrong dates or fees?
Keep one current article for each fact, test the assistant with last term's questions, and read the knowledge gaps report. You can also set it to answer only when the knowledge base clearly covers the question; everything else goes to a person.
Does Frosvo work with our learning platform?
Add the chat to any website with one line of script, or use the WordPress plugin if your site runs on WordPress. Pass the signed-in student's name and email to the chat so your team sees who is writing. Check your platform lets you add a script.