Ayesa Digital develops a new student support model for Esade combining human expertise and artificial intelligence

The business school centralises its support services in the Student Center, a single point of contact available 24/7 via chat, WhatsApp and email, powered by Salesforce.

Ayesa Digital has partnered with Esade as its technology partner in the launch of the Student Center, a strategic initiative set to transform how the business school supports its students throughout their academic journey. Currently in the pilot phase, the new model brings together a range of support services — previously spread across multiple portals, inboxes and teams — in a single hub, accessible through the channels students already use, anytime and from anywhere.

The Student Center is built around a hybrid support model. A first line of AI agents provides immediate answers to the most common queries and, when necessary, seamlessly transfers the student to the appropriate human team, together with the full context of the conversation. The result is a faster, more consistent and fully traceable service that preserves the personal touch at the heart of the Esade experience.

One point of contact, three languages, always available

Students can contact the Student Center via web chat, WhatsApp and email, and book appointments with their Program Manager or the school’s support services directly through the conversation. The AI agents operate in English, Spanish and Catalan and are available on weekends and public holidays. Their responses are grounded in the school’s official documentation — including academic guides, regulations, calendars and service information — ensuring that every answer can be verified and is aligned with institutional sources.

When a query requires human intervention, the system automatically creates a case, assigns it to the relevant service or responsible individual, and retains the full interaction history, so students never have to explain their situation twice. Every interaction is logged, enabling Esade to measure service quality and drive continuous improvement.

A single platform for the teams supporting students

The Student Center not only transforms the student experience; it also changes how Program Managers and staff across the school’s various services work. They now operate on a unified platform that consolidates information about the student experience, providing a 360-degree view that enables them to address each situation with the full context at their fingertips, without having to search across disconnected systems.

Teams also have access to internal AI agents that support their day-to-day work. These agents instantly retrieve relevant information from the school’s documentation, streamline operational tasks such as case management and appointment scheduling, and generate alerts about students who may need additional support, enabling teams to take a proactive rather than purely reactive approach.

An analytics agent completes the model, answering natural-language questions about service performance — including volumes, response times, reasons for contact and satisfaction — and flagging deviations from expected patterns. This gives service managers continuous visibility into operations and enables them to take timely, informed action.

Technology: Salesforce Education Cloud and Agentforce

The solution designed and implemented by Ayesa Digital is built on Salesforce Education Cloud, with Agentforce providing the AI agent layer, Data 360 enabling the governed integration of Esade’s student management data, and Tableau Next delivering proactive analytics to monitor service performance.

With this deployment, Esade becomes one of the first business schools in Europe to implement an AI agent-based student support model on Education Cloud.

Following an initial pilot involving students from three different programmes, Esade will evaluate the Student Center’s results and determine how to progressively extend the model to the school’s remaining programmes and services, introducing additional channels and enhanced proactive student support capabilities.