student support modernization

Student support modernization refers to the use of Microsoft Dynamics 365 Contact Center, Customer Service, Copilot Studio, and Customer Insights to unify student conversations across voice, chat, email, text, and web. As seen in a case study from California State University San Marcos, this approach aims to reduce administrative friction and improve student success by making institutional bureaucracies more accessible. The implementation leverages generative AI to streamline support, serving as a test case for whether AI can enhance student services without adding complexity. This tag covers topics related to higher education IT, Microsoft customer engagement tools, and AI-driven support transformation.