How MUST University Used AI to Reduce Support Tickets and Unlock Revenue Growth
The Problem: Support Tickets Were Draining Resources and Slowing Growth
As a fully digital institution, MUST University served thousands of students through its online LMS and digital classroom tools. But behind the scenes, they were overwhelmed:
Millions of Support Tickets Flooded In
Students constantly needed help navigating the LMS, tools, and tech issues.
Human Support Teams Were Overloaded
Response times slowed down — and satisfaction dropped.
Support Costs Were Consuming the Budget
Too much spend went toward manual ticket resolution instead of growth.
Growth Was Limited by Operational Drag
Support inefficiencies blocked the launch of new programs and features
The result? High costs, slow response times, and limited capacity to expand programs or features.
The Solution: LLM-Powered AI Support for Instant, Scalable Help
We trained a custom large language model (LLM) on years of support conversations, FAQs, LMS behavior, and student workflows to:
Custom LLM Trained on University Support Data
AI learned from years of student issues, tickets, and workflows.
Instant Answers to Common and Complex Questions
From login issues to class navigation, AI handled it all in real time.
Step-by-Step Guidance for Digital Tools
Provided walk-throughs for LMS use, troubleshooting, and course access.
Learns and Improves Continuously
The model refines itself with every interaction for higher accuracy.
AI became the first line of support — available 24/7, with human-like clarity and instant responses.
Results: Lower Costs, Faster Support, More Revenue
Support became the launchpad for growth.
By automating student assistance with AI, MUST University cut support costs, freed up resources, and accelerated program innovation — all while improving the student experience.
Major Drop in Ticket Volume
AI handled thousands of inquiries — before they ever became tickets.
Support Team Size Reduced
Reallocated headcount and costs to high-impact initiatives.
Resources Reinvested Into Innovation
Freed-up budget accelerated new programs and features.
Revenue Grew Without New Students
Same student base, more offerings — and more per-student value.
“AI transformed support from a cost center to a growth driver. It freed us to innovate — and students noticed.” — VP of Operations, MUST University
Key Value Delivered
AI Trained on Internal LMS and Support Knowledge
The model “understood” the institution's systems and student behavior.
24/7 Instant Student Help Across Platforms
Consistent support across LMS, chat, email, and more.
Reduced Costs, Increased Output
Support budget shrank while course offerings grew.
Scalable Growth Without Headcount Bloat
Expanded reach and revenue without growing the team.
Higher Revenue Per Student
More programs delivered with the same enrollment = more ROI.
🚀 Want to Scale Without Growing Your Support Team?
Let AI handle repetitive student questions so you can focus on delivering more value, more innovation, and more revenue.
