Case Study: North London Metropolitan University cuts student call wait times by 99% with Emergent's AI phone agent

Leading UK University Reduced Student Call Wait Times by 99% With Emergent’s AI Phone Agent

North London Metropolitan University, a major UK public institution, was struggling with overwhelming call volumes, leading to crippling 18-minute student wait times and preventing staff from focusing on higher-value work. They implemented Emergent's multi-agent, AI-driven phone system to overcome these challenges.

Emergent provided an enterprise-grade AI phone agent named "Robert" that answered calls instantly, handled 85% of inquiries, and autonomously managed CRM bookings with full GDPR strategic roles, and the university gained a scalable, 24/7 support system.

North London Metropolitan University