Ayesa Digital develops a new student support model for Esade, combining people and artificial intelligence
The business school has centralised its support services within ‘Student Center’, a single point of contact available 24/7 via chat, WhatsApp and email, built on the Salesforce platform
Ayesa Digital has been Esade’s technology partner in the launch of Student Center, a strategic initiative that will transform the way the business school supports students throughout their academic journey. The new model, currently in a pilot phase, brings together the various support services, previously spread across portals, inboxes and teams, into a single hub and makes them accessible through the channels students already use, anytime and from anywhere.
The Student Center is based on a hybrid support model. A first layer of artificial intelligence agents responds immediately to the most common enquiries and, when required, seamlessly transfers the student to the appropriate human team, providing the full context of the conversation. The result is faster, more consistent and fully traceable support, while maintaining the personal approach that characterises the Esade experience.
A single point of entry, three languages and always available
Students can contact the Student Center through web chat, WhatsApp and email, and can book appointments with their Programme Manager or with school services directly from the conversation. The AI agents provide support in English, Spanish and Catalan, are available during weekends and public holidays, and draw their responses from the school’s official documentation, including academic guides, regulations, calendars and service information. This ensures that every response is verifiable and fully aligned with institutional sources.
When an enquiry requires human intervention, the system automatically creates a case, assigns it to the relevant service or responsible staff member, and retains the complete interaction history, ensuring that students never have to repeat their situation. Every interaction is recorded, enabling Esade to measure service quality and drive continuous improvement.
A single platform for the teams supporting students
The Student Center does not only transform the student experience; it also changes the way Programme Managers and service administrators across the school work. They now operate through a unified platform that centralises information about the student experience, providing a 360-degree view that enables them to address each situation with full context, without having to search across multiple disconnected systems.
Teams also benefit from internal AI agents that assist them in their day-to-day activities. These agents instantly locate relevant information within the school’s documentation, streamline processes such as case management and appointment scheduling, and generate alerts regarding students who may require attention, enabling support to be proactive rather than merely reactive.
An analytics agent completes the model by answering natural-language questions about service performance, including volumes, response times, contact reasons and satisfaction levels, while also identifying anomalies and deviations. This allows managers to understand what is happening at any given moment and take informed action when required.
Technology: Salesforce Education Cloud and Agentforce
The solution designed and implemented by Ayesa Digital is built on Salesforce Education Cloud, with Agentforce serving as the AI agent layer, Data 360 providing governed integration with Esade’s student management systems, and Tableau Next delivering proactive analytics for service monitoring and performance management.
As a result, Esade has become one of the first business schools in Europe to deploy a student support model based on AI agents running on Education Cloud.
Following an initial pilot phase involving students from three different programmes, Esade will assess the results of the Student Center and determine its progressive roll-out across the school’s remaining programmes and services, incorporating new channels and additional capabilities for proactive student support.
