Fulbright University Vietnam has modernised student services by integrating an AI-powered assistant within the university’s One Stop student services portal.
It helps deliver personalised, conversational responses to students.
Students can now log service requests, view responses, access policy documents, and receive updates in natural language.
This eliminates the need to navigate menus or struggle with search filters.
The university has adopted Agentforce and Data Cloud from Salesforce and completed the rollout within three weeks.
It utilises Sales Cloud to manage the student lifecycle.
Experience Cloud powers the One-Stop portal, serving as the primary hub for student services.
Agentforce provides conversational self-service so students can get quick, accurate answers.
Data Cloud consolidates student information into a single platform, ensuring accurate and reliable responses.
Supporting future automation use cases
As the student body grew, the university faced a surge in service requests and rising administrative complexity.
It sought a scalable solution to deliver faster, personalised support.
Fulbright University’s director of information technology, Quang Ha Nguyen, said with a Customer 360 view, every student touchpoint is recorded in one place, enabling Agentforce to provide personalised, contextual answers.
This opens up potential for future AI and automation use cases, from automating enrollment to providing proactive advisor support, he said.
It’s not just about saving time, it’s about transforming the way students interact with the university, and the aim is to provide immediate, relevant answers that reduce friction and improve confidence in managing their own academic journey, he added.
The system tailors responses to each student’s context, such as year or course of study.
This reduces frustration, speeds up service, and frees staff to focus on complex issues.
.jpg&h=271&w=480&c=1&s=1)