Ayesa Digital has been Esade’s technological partner in the launch of the ‘Student Center’, a strategic initiative that will transform the way in which the school accompanies its students throughout their academic cycle.
The new model in pilot phase unifies in a single hub the different support services – until now distributed between portals, mailboxes and equipment – and makes them accessible from the channels that students already use, at any time and from anywhere, always thinking about the student.
The Student Center relies on a hybrid service model: a first line of artificial intelligence agents immediately resolves the most frequent queries and, when the situation requires it, refers the student to the appropriate human team with the full context of the conversation. The result is faster, more coherent and traceable care, without giving up the closeness that characterizes the Esade experience.
Single entry point, three languages, always available
Students can go to the Student Center via web chat, WhatsApp and email, and request an appointment with their Program Manager or school services directly from the conversation. The AI agents serve in English, Spanish and Catalan, are available on weekends and holidays and respond based on the school’s official documentation – academic guides, regulations, calendars, service information – so that each response is verifiable and aligned with institutional sources.
When a consultation requires human intervention, the system automatically generates a case, assigns it to the service or person responsible and preserves the entire history, so that the student never has to repeat their situation. Each interaction is recorded, which allows Esade to measure the quality of the service and improve it continuously.
A single platform for the teams that accompany the student
The Student Center not only changes the student experience: it also transforms the way Program Managers and the managers of the school’s different services work. These now operate on a single platform in which information about the student’s experience is centralized, with a 360º vision that allows them to address each situation with the entire context and without searching in dispersed systems.
The teams also have internal AI agents that help them on a day-to-day basis: they instantly locate relevant information in the school’s documentation, streamline operations such as case management and appointment scheduling, and generate alerts about students who require attention, so that support can be proactive and not just reactive.
The teams also have internal AI agents that help them on a day-to-day basis.
An analytics agent completes the model: it responds in natural language to questions about the operation of the service – volumes, times, reasons for contact, satisfaction – and warns of deviations, so that those responsible know at all times what is happening and can act on it.
Technology: Salesforce Education Cloud and Agentforce
The solution designed and implemented by Ayesa Digital has been based on the Salesforce Education Cloud platform, with Agentforce as a layer of AI agents, Data 360 to connect Esade student management in a governed manner, and Tableau Next as a proactive analytics layer for service monitoring.
Esade thus becomes one of the first business schools in Europe to deploy a student service model based on AI agents on Education Cloud.
After a first pilot phase in which students from three different programs participate, Esade will evaluate the results of the Student Center and define its progressive extension to the rest of the school’s programs and services, incorporating new channels and capabilities for proactive student support.
