Case Study: ECSI achieves 51–68% self-service containment and eliminates seasonal hires with NICE Systems' Enlighten Autopilot

ECSI Improves Self- Service Outcomes for Student Loan Borrowers with NICE Enlighten Autopilot

ECSI, a leading provider of student loan servicing and higher-education financial services, faced rising contact volumes and high operating costs after having relied entirely on live agents. The COVID-era surge and unpredictable seasonal peaks exposed limits in staffing flexibility and service hours, driving the need for an efficient, 24/7 self‑service solution that could improve containment rates, reduce wait times, and avoid costly seasonal hires.

ECSI deployed NICE Enlighten Autopilot in a phased rollout across three use cases (FAQ tax queries, hybrid refund inquiries, and authenticated loan servicing), training internal teams to configure and iterate workflows. Autopilot now handles 51–68% of contacts, scales to peak volumes (up to 6x), eliminated the need for 15–20 seasonal hires, shaved 1–3 minutes off live-agent handling through pre-authentication, expanded 24/7 access, and maintained high customer satisfaction while enabling further expansion of self‑service capabilities.

ECSI

Corey Reed

Management Information Analyst