In the education and training sector, delivering timely, compassionate and compliant learner support is non-negotiable. AI in support cases is not just a technological upgrade, it’s a strategic enabler for modern education providers.

By combining the intelligence of Train AI with the responsiveness of Assist AI, you can:

Reduce turnaround time for learner queries
Maintain consistency in how academic, administrative and pastoral cases are handled
Scale your support operations without sacrificing care or compliance
Empower staff with tools that lighten the load while raising service quality

As the education industry evolves, so must our approach to learner engagement. AI in Cases supports this evolution by embedding operational intelligence directly into your support workflows ensuring that every learner feels heard, every case is handled with care and every team member has the tools to succeed.

1

Before you start

To activate AI capabilities within Wisenet Support Cases, you must connect your Wisenet account to your OpenAI API key.

See How to Connect Wisenet to OpenAI

This integration allows your account to securely access AI-powered features while maintaining control over data privacy and compliance.

2

Using the Train AI function

Train AI is designed to learn from real-world case types and scenarios, not learner specific data.

How It Works:

Each time you work on a support case, you can click the Train AI option at the top right corner. This allows the AI to capture the nature of the issue and how it is being handled.
It stores the structure and resolution approach, not personal data or case-specific content.
Over time, it builds a rich memory of resolution strategies for different support case types.

What You Gain:

Improved AI suggestions based on past organisational knowledge
A growing database of situational insights, tailored to your training environment
More intelligent responses from Assist AI over time

3

Using the Assist AI function

Assist AI helps your team craft clear, consistent and helpful replies to learner-raised support cases. It also trains itself with every support case before providing intelligent responses.

How It Works:

When a new support case is opened, you can use the Assist AI option at the bottom left corner of the response box. Assist AI then analyses the support case content and suggests a draft response.
It pulls from previous similar support cases (via Train AI) and general best practice guidance.
You can edit or customise the response before sending it. AI will not reply automatically.

What You Gain:

Cut down on time spent drafting professional responses
Faster support case response times
Reduced cognitive load on staff
Greater consistency in tone, accuracy and professionalism
A more scalable support model with less manual writing

Help Us Evolve with You

The new AI functionality in Wisenet Support Cases is designed to continuously learn and adapt; delivering smarter, more contextual assistance every time you use it. As you explore and apply this capability within your workflows, your insights are invaluable. If you have feedback or if you’re leveraging the AI in an impactful way, we want to hear from you. Please submit a support ticket to share your experience and help us drive ongoing innovation.