Case Study: Virginia Beach City Public Schools achieves superior 24/7 service with K12 Insight's AI-powered Let’s Talk Assistant

Providing Superior Customer Service Through AI-powered Chatbot Technology

Virginia Beach City Public Schools, serving more than 63,000 students and 14,000 staff, was struggling to handle a flood of inbound questions and requests while still maintaining high customer service standards. To better manage communications, the district worked with K12 Insight and its Let’s Talk platform, including the AI-powered Let’s Talk Assistant chatbot, to streamline inquiries and support families across departments.

K12 Insight implemented a unified inbox and workflow system with Let’s Talk, plus the chatbot to answer common questions in English and Spanish and route more complex issues to staff. The results included more than 1,300 questions answered, only 8% escalated to humans, and an average customer experience score of 8.2 out of 10 during the 2021–2022 school year, while also reducing email volume and improving 24/7 support and staff efficiency.

Virginia Beach City Public Schools

Nicole Ingalls

Former Executive Office Assistant and Let’s Talk Lead