This initiative will modernize and upgrade the college’s Help Desk and Jay Express call centers by introducing AI-powered voice and chat support capabilities. The upgraded environment will enhance existing operations by enabling automated handling of common student inquiries such as account access, registration, and general service questions. By integrating with existing college systems, the upgrade will expand service capacity, improve response times, and ensure consistent, accurate information delivery.
All students will have access to the upgraded call center services via multiple channels, including phone and web-based chat. Students will continue to have the option to connect with live staff when needed with seamless escalation.
John Jay L2.63 location
Upgrading the call centers will increase operational capacity without requiring additional staffing by automating high-volume, routine inquiries. The enhancement will improve the student experience through faster response times and consistent service delivery. Staff will benefit from AI-assisted tools that provide real-time guidance and knowledge resources during interactions, allowing them to focus on more complex and high-impact student needs.