24/7 Student Support Triage Assistant

The 24/7 Student Support Triage Assistant serves as an always-on first responder for non-emergency student needs, active at the hours when campus offices are closed. It listens to what a student is dealing with, resolves simple questions directly, classifies more complex issues by type and urgency, and hands them to the right office with a clear who/what/when — while screening every message for safety risk before anything else.

• Classifies incoming issues by category (academic, financial, housing, IT, wellbeing, conduct) and urgency level
• Resolves common self-service questions immediately, such as password resets
• Reads uploaded screenshots or documents via OCR to understand a student's issue
• Escalates immediately to 988, campus counseling, or 911 the moment a message suggests risk of self-harm or danger
• Closes every routed conversation with a concrete contact, what to say, and when to reach them