Industries · Higher education
The AI service desk for higher education
Move-in weekend, registration morning, finals week, campus IT demand doesn’t arrive on a schedule the help desk controls. SUNY Morrisville put “Wilson” inside Microsoft Teams, where students and staff already are, and cut tickets escalated to helpdesk agents by 35%.
Named numbers stay with the customers who reported them, platform-level figures are labeled as such. Every story, on the record →
Campus IT runs on surge and turnover
A university help desk serves three populations at once (students, faculty, staff), with demand that spikes on a calendar and a front line that graduates every few years.
The semester starts all at once
Account lockouts, Wi-Fi onboarding, classroom tech, the first two weeks bury a queue that was quiet in July. An AI service desk absorbs the spike instead of triaging it: across the platform, ~70% of requests are resolved before they ever become tickets, with every autonomous action approval-gated and logged.
Your front line graduates
Student workers staff the desk, and every semester the experience resets. With AI triage, summaries and drafted replies behind them, a first-semester student worker starts every ticket with the context a fourth-year veteran would have.
Students won’t email the help desk
They live in Teams and chat. SUNY Morrisville met them there: “Wilson” answers where students and staff already are, and tickets escalated to helpdesk agents dropped 35%.
One lean team, every building
The University of Evansville’s client services team supports staff and students across campus in Teams: one front door instead of a walk-up window, a phone line and an inbox.
How campuses run Rezolve.ai
From front door to system of record: sized for a central IT team, not an enterprise PMO.
Meet students where they already are
Sidekick answers and executes in Microsoft Teams, the SUNY Morrisville pattern, plus web, email and voice. Grounded in your knowledge base, cited every time.
Make every student worker your best one
Tickets arrive pre-analyzed: triaged, summarized, matched to similar resolved cases, reply drafted. The desk keeps its student staffing model and loses the ramp-up cost.
Retire the registration-week repeats
Account access, password resets, classroom-tech requests: build governed agents for them in plain language with Agent Studio, approval-gated where it matters.
See the next semester coming
What buried the desk in August is automated by January: Rezolve DeskIQ turns a semester of ticket history into a ranked to-automate list before the next one starts.
Every arrival and departure, on the record
Joiner-mover-leaver flows for the populations that turn over every term, on an auditable AI-first system of record, standalone or on the ITSM you already run.
“Wilson” works the help desk so student workers don’t drown
SUNY Morrisville deployed its AI service desk inside Microsoft Teams, the place its students and staff already spend the day. Wilson answers and resolves the routine tier directly; what escalates arrives as a proper ticket. The result on the record from Director of Information Technology Kyle Campanaro’s team: 35% fewer tickets escalated to helpdesk agents, and the campus’s own IT documentation now walks users through the Rezolve flow.
Browse the customer stories →“We are grateful to have found a solution that goes beyond the standard ticketing system and integrates as well with Microsoft Teams.”
Questions we hear from higher education
Which universities use Rezolve.ai?
Two universities have published stories: SUNY Morrisville and the University of Evansville. Adjacent proof from the education world: Lightbridge Academy (an early-education network, not a university), auto-answers 40%+ of team-member questions 24/7/365 on the same platform.
Does it support students as well as faculty and staff?
Yes: SUNY Morrisville runs it in Microsoft Teams for students and staff together, one front door for the whole campus. The University of Evansville supports both populations the same way.
How does it handle semester-start surges?
By resolving instead of queueing: across the platform, ~70% of requests are resolved before they ever become tickets, and autonomous resolution runs 60–80% for common ticket types, the account-and-access work that dominates week one. Autonomous actions stay approval-gated and logged.
Does it integrate with Microsoft 365?
Teams-first is the default posture on campus. It’s how both SUNY Morrisville and the University of Evansville deployed. Email, web and voice channels come with it.
How is student data protected?
The platform is SOC 2 Type II attested, ISO 27001 certified and GDPR-aligned. Answers are grounded in your approved knowledge with citations, access is role-controlled, and every action is logged and reviewable.
Where else Rezolve.ai runs
Bring your week-one queue
Account lockouts, Wi-Fi onboarding, LMS access: show us the queue that buries your desk each semester, and we’ll show it resolved in Teams.