The Situation
Recruitment and enrollment teams faced growing volume and multilingual demand, across a channel-partner network spanning more than 100 countries, that traditional staffing models could not efficiently support.
The Opportunity
Applied AI, paired with the right mix of offshore and onshore staffing, could extend the reach and consistency of the student journey without a proportional increase in headcount, while preserving human touch at the moments that mattered most.
Ranil's Role
Directed the design and rollout of the AI-enabled engagement model across the global enrollment organization.
Work Performed
- Designed an omnichannel, multilingual AI engagement model spanning voice, text, and email for inbound and outbound student communication
- Deployed AI agents alongside offshore and onshore marketing, agent-management, and enrollment teams across 70 countries
- Reserved offshore and onshore human teams for higher-escalation, high-touch moments in the student journey
- Supported a channel-partner network of more than 5,000 partners reaching students in over 100 countries
- Integrated AI-supported tools into enrollment operations and augmented global sales teams
Results
The organization gained a scalable, AI-enabled student journey model that extended team capacity across languages and markets, while preserving human touch at the moments that mattered most.
What This Experience Demonstrates
- Practical, applied use of AI in a commercial operating model
- Ability to blend AI and offshore or onshore staffing models at global scale
- Ability to translate emerging technology into operational change
- Experience modernizing recruitment and enrollment functions