Case Study: Fort Wayne Community Schools builds trust and improves family engagement with K12 Insight's Let’s Talk and Let’s Talk Assistant

Strengthening Community Through AI-Powered Customer Service

Fort Wayne Community Schools serves nearly 30,000 students in a highly competitive education market, where keeping families engaged and responsive customer service are critical to maintaining enrollment. To improve communication and response times, the district turned to K12 Insight’s Let’s Talk service desk and Let’s Talk Assistant, the AI-powered chatbot, to better manage parent and community inquiries.

K12 Insight helped Fort Wayne Community Schools centralize communications, automate FAQs, and provide 24/7 support through Let’s Talk and Let’s Talk Assistant. The results included over 1,600 questions answered by the chatbot with a 9.5/10 customer experience score, more than 4,300 dialogues handled with an average response time of 1.7 days, and an 8.4/10 experience score—boosting efficiency, saving staff time, and supporting steady enrollment.

Fort Wayne Community Schools

Krista Stockman

Director of Communication and Marketing