Too Many Calls. Not Enough Agents.
A fast-growing online education company offering live programs in four languages hit a breaking point. Enrolment calls were flooding in, but agents couldn’t keep up. Most of their time was spent answering the same basic questions, leaving little room to guide students to higher-value courses.

Why Support Costs Were Climbing

• Every pricing or schedule question landed on a human agent

• Labour costs were rising fast

• Students expected support in their native language, which complicated hiring

The leadership team needed a solution that could reduce costs without hurting the learner experience.

Three Weeks to Full AI Transformation
Sharpen-AI stepped in and within three weeks deployed a fully automated, multilingual AI call center. Here's how it happened:

• A 45-minute strategy session aligned on success metrics and mapped call flows

• The AI learned course details, pricing rules, and integrated with the CRM and payment system

• On day 21, it went live, answering calls 24/7 in four languages and routing only complex or high-value queries to real agents

The Impact After 30 Days

• $3,000 per month saved in operating costs

• EBITDA rose 12%

• CSAT hit 4.8 out of 5 as students got fast, helpful answers anytime

• Human agents now focus on upselling and retention

“Our agents are no longer stuck on the basics. The AI handles enrolment questions and we get to focus on helping students choose premium paths,” said the operations lead.

What Made It Work

• A single alignment call kept things lean and focused

• Native-language detection helped students feel understood

• CRM integration enabled smarter follow-up

What’s Coming Next
The team plans to add proactive SMS payment reminders, AI-powered upsell prompts based on course completion, and even voice analytics to flag at-risk learners. The AI now gives this EdTech team room to breathe and grow.