The transformation is built on three core pillars, designed to improve the user experience at every touchpoint while reducing the administrative burden on the operations team:
An Intelligent Sales Agent Available 24/7
An AI chatbot that serves as both a customer support representative and a sales agent. It answers questions about courses, exams, enrolment, camps and job opportunities, presents offerings, guides decisions and enables immediate enrolment. The result is an agent available around the clock, a substantial reduction in manually handled enquiries and automated talent acquisition.
Personalised Enrolment and Appointments with Experts
Enrolment forms adapt to the selected offering and the student’s age, level and goals, capturing precisely the information required. Real-time integration with Google Calendar also enables users to book appointments with Fluency specialists (for level assessments, questions or guidance) while instantly checking availability at each centre and for each specialist.
A Single Source of Truth
Google Workspace centralises the entire Fluency knowledge ecosystem: procedures, style standards, teaching methodology, offerings, policies and operational guides. Authorised team members can edit all this information at any time. The system also provides real-time analysis of which modules are accessed most frequently, when they are consulted, the seasonality of each offering and the information sought by each user profile.
