Case Study: Penn State World Campus improves academic advising efficiency with Google for Education and Google Cloud AI

Penn State World Campus automates advising with Google for Education, achieving 86% accuracy

Penn State World Campus, an online university serving students worldwide, faced a challenge in its academic advising department. Advisers were spending significant time repeatedly answering the same routine questions, which limited their availability for more complex student support. To address this, they partnered with Google for Education and its Google Cloud platform to implement an AI-powered solution.

The vendor, Google for Education, implemented a virtual assistant using Google Cloud's Dialogflow natural language processing tool. Built by Google Premier Partner Quantiphi, the solution automatically handles routine student email queries, achieving 86% accuracy. This has freed advisers from manual tasks, allowing them to focus on one-on-one student support. The system also pre-collects student information, saving advisers time and providing a clear metric for time saved compared to previous manual processes.

Penn State World Campus