When services slow down, satisfaction follows. The University of Leicester addressed this by deploying AI-powered agents built in Microsoft 365 Copilot Studio, enabling faster responses, reducing workloads, and improving service quality. This customer story shows the tangible benefits of using Copilot Studio capabilities to create intelligent, task-focused agents for real-world scenarios. Read the story to see how your organisation could benefit, and contact NCS IT Ltd to discuss building your own AI assistants.
What motivated the University of Leicester's digital transformation?
The University of Leicester aimed to modernize student interactions, improve administrative efficiency, and enhance staff productivity. By partnering with Microsoft and implementing Dynamics 365, the university sought to create a more efficient and sustainable way of working, ultimately enhancing the student experience.
How has Microsoft Dynamics 365 improved student services?
Microsoft Dynamics 365 has streamlined the management of student enquiries by consolidating multiple systems into one platform. This has resulted in faster response times, reduced workload complexity, and improved support. For instance, the use of templates has saved the university approximately 312 hours per year on repetitive tasks, allowing staff to focus on providing personalized assistance.
What role does AI play in the University of Leicester's student support?
The University of Leicester has developed an AI-powered agent named 'Citizen' that provides 24/7 support to students. This AI agent can handle routine queries, allowing staff to concentrate on more complex issues. During Welcome Week, Citizen managed over 6,000 student queries, significantly reducing the workload for staff while ensuring students received timely and accurate information.
Sign in with LinkedIn