Case Study: Strategic Education achieves 93% student support chat resolution with Google for Education

Strategic Education, Inc boosts student support with Google for Education, resolving 93% of chat requests online

Strategic Education, Inc. faced the challenge of providing 24/7 support to its busy, non-traditional student body at Strayer University while improving administrative efficiency. To address this, they partnered with Google for Education and leveraged Google Cloud’s machine-learning tools, including Dialogflow and Google Compute Engine, to enhance their AI-based virtual assistant.

Using Google for Education's technology, Strategic Education, Inc. developed and expanded Irving, a virtual assistant that handles student queries. The solution successfully automated support, with Irving now handling 93% of chat requests and over 740,000 conversations. This freed up staff for more complex issues and improved the student experience, with 89% of students agreeing Irving easily solved their issues and 93% willing to recommend it.

Strategic Education, Inc