Leveraging AI to Automate Multilingual Student Services: A Case Study
The contemporary landscape of higher education is surely global. Every year, colleges and universities around the world welcome thousands of international students, establishing a complex landscape of support needs.
More than 6.9 million students studying abroad in different parts of the world make universities have to deal with an increasing number of languages and support requests. However, are conventional student service staffs prepared to handle such a challenge, particularly when students require assistance immediately and in their own language?
This gap is pushing higher education institutions to explore smarter solutions. Insights based on global education data show that universities prioritizing automated multilingual support can cut student query response times by nearly 40%, significantly improving the overall student experience.
The expansion of global campuses is accompanied by the query that is most prominent among others: in what way can universities provide to each student equally a personalised and consistent support independently of the language?
Such a problem is solved by multilingual automation, which is made possible through AI, and is at the core of the radical change in the nature of student services for foreign students—an innovation UniNewsletter < is proud to lead.
The Challenge: Language Barriers and Service Gaps For institutions committed to attracting and retaining a global student body, the traditional model of student support often falters. The challenges are obvious::
Long Response Times: The personnel, who normally speak one or two languages, have to depend on the slow manual translation services for which the waiting time can be even days. This is especially frustrating for new international students dealing with urgent issues like visa paperwork or housing.
Inconsistent Information: Manual translation efforts introduce the risk of misinterpretation, potentially leading to errors in advising on financial aid or academic policy.
The 24/7 Problem: Students operate across every global time zone. A student in Asia needs an answer to a residency question when campus offices are closed, resulting in frustrating delays.
Quick Poll: Think about your institution. What percentage of student inquiries do you estimate arrive outside of standard business hours? If that number is over 40%, you're seeing the core problem AI for international student support is designed to solve!
The inability to scale support across languages and time zones directly hinders student engagement. For a deeper look at maximizing global outreach through language, read:
How Localized Digital Campaigns Help Universities Win Over Global Students.
The Rise of AI in Student Services Essentially, AI can be used in student services to offer immediate, consistent support of a high linguistic standard. In this way, the AI does not replace human advisors, but rather constitutes an intelligent layer that solves and directs common inquiries. Thus, human staff are freed to deal with complex, high-touch issues.
Contemporary AI instruments, facilitated by
Natural Language Processing (NLP)
,
are able to comprehend the intention of a student's query immediately, regardless of the language used.
Such a feature is pivotal in automating student services through AI. It ensures that multilingual support in higher education is not merely a verbal commitment, but a reliable service.
Did You Know? Studies across service industries show that organizations using AI-powered assistance tools can achieve a
20–30% reduction in the cost to serve
while simultaneously increasing customer satisfaction.
Case Study: Implementing AI for Multilingual Student Support To understand the impact of this shift, let's look at a real example of an AI-powered student services department—a case study of implementation.
The Institution: The University of Sydney leads the way in the use of AI agents to enhance student support.
Solution: The university introduced Cogniti, an intelligent AI-based system, to handle student inquiries. This AI-powered multilingual support tool became essential during peak periods, providing instant solutions and accurate information at any hour.
The Technology in Action:
Multilingual Chatbots: The chatbots learn from a detailed knowledge base. They use advanced translation engines to understand questions in Mandarin, Spanish, and other languages, verify the information against a central knowledge base, and return accurate, translated answers.
AI-Powered Routing: NLP tools analyze incoming emails, detect both the language and topic (such as “Visa Issue” or “Housing”), and automatically route each message to the staff member best equipped to handle it—without human intervention.
Results and Key Benefits Real-world deployment demonstrates that AI-driven student experience tools bring dramatic, measurable improvements.
Metric
Before AI Implementation (Estimate)
After AI (Observed)
Impact
First-Contact Resolution Rate (via Bot) Very Low (Manual)
More than 75%
Significant Efficiency Gain
Human Advisor Time Saved N/A
Concentrated on high-value tasks
Improved Employee Focus
Key Outcomes of Using AI in Student Services:
Constant Support at Any Time:
With the help of AI, students always get answers to frequently asked questions even outside office hours.
Reduced Human Load:
Advisors shift their focus away from repetitive questions to complex student welfare and academic advising,
leading to better employee focus and job satisfaction.
Improved Global Visibility:
The institution is well-known for offering excellent multilingual services in higher education.
It has become a top choice for students worldwide who want to study abroad.
Ethical, Cultural, and Technical Considerations
Although the advantages are clear, the successful operation of the system depends on factors
that must be carefully considered:
Cultural Sensitivity:
AI systems must not only interpret the meaning of words but also understand culturally relevant
contexts to interact correctly.
Data Privacy:
Protecting student data is the highest priority. Any platform managing student inquiries should
comply with global data protection regulations.
Human Oversight:
AI may handle routine functions, but it cannot replace human advisors. During escalations,
human support must be available to ensure accuracy and proper guidance.
Have You Thought About This?
Data privacy is non-negotiable. Is the AI tool you selected compliant with international standards such as
ISO 27001 ,
which outlines best-practice frameworks for information security?
Future Outlook: AI and the Global Student Experience
The future points to deeper integration of intelligent technology. We have moved beyond simple Q&A tools to
personalized academic advising and proactive outreach.
Future AI systems will not only answer inquiries but also predict student needs based on study load and participation,
contacting them proactively with relevant updates (e.g., “Visa renewal window opens next month”).
Student support will shift from reactive to preventative, offering highly personalized, seamless engagement.
To fully realize this potential, higher education leaders must continue exploring:
How Higher Education Can Realize the Potential of Generative AI
across administrative functions.
Conclusion
The use of AI to provide multilingual support is no longer optional; it is essential for institutions committed to
supporting international students. By using AI-powered tools wisely, universities can overcome language and
time-zone barriers, creating an inclusive, efficient, and accessible environment for learners anywhere in the world.
26-05-2023
American University of Ras Al Khaimah 
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