Predictive Insights
What the agent is learning across the whole student population — and what's coming next.
Complaint volume — weekly
Dotted line is the agent's 4-week forecast.
Emerging risks
Accommodation complaints trending +40%
Predicted SLA breaches next week: 6. Root cause: unassigned mobile-portal tickets.
Fee-related dissatisfaction spike forecast for enrolment week
Historical pattern: +65% ticket volume week of enrolment. Recommend pre-emptive FAQ push.
3 students flagged as repeat-contact escalation risks
Includes STU-77104 (Wellbeing), STU-88900 (Fees), STU-90211 (Course Access).
IT Support satisfaction climbing (+8pt)
Auto-recovery playbook for password resets performing well — 94% resolved without human touch.
Root causes identified by the agent
Mobile portal tickets not auto-assigned
Detected across 3 accommodation cases this month. Recommend routing rule update in intake system.
Fee-deadline emails not surfacing payment plan option
Students contacting after deadline aren't aware of instalment eligibility. Recommend email template revision.
Wellbeing referral opt-in language too clinical
Decline rate 41% vs benchmark 22%. Recommend softer, peer-led framing tested in pilot cohort.