What Students Actually Ask: Demand Structure and Automation Potential in a Hybrid Support System
Abstract
Large online programmes receive heavy volumes of queries during onboarding, at a scale that grows faster than the number of staff available to answer them. This paper reports a study of an AI integrated query resolution platform that spreads incoming queries across four routes: an AI based assistant, answers from fellow participants, a curated corpus of frequently asked questions, and escalation to administrators. Over nine weeks, from 2 May to 6 July 2026, the system handled 4,093 queries raised by 1,434 participants. Nearly every query reached a recorded resolution, and one query in five closed within an hour. Reuse of 114 corpus entries absorbed 21.3% of the volume, participants resolved a further 12.2% on their own, and 132 participants answered questions for one another at a median of 9 to 15 minutes, showing that peer answering, where it occurred, was fast and broadly shared across the cohort. Classifying the query text shows that demand was narrow rather than varied. A single process step, the submission of a certificate and the offer letter that follows it, accounts for 56.8% of corpus mediated resolutions, and at least 20.4% of queries concern the progress of a pending submission rather than a request for information, a class the assistant served only 1.3% of the time, since a stored answer cannot report an individual's current status. Only 8.0% of the queries handled by a person duplicated content already in the corpus, which indicates that the knowledge base was already well used. Most direct administrative closures occur in synchronous bulk events, a pattern that shapes how the records should be read.
