Education
From Administration to Experience: AI-Powered Student Support
3 min
At the Belgrade Academy of Business and Arts Applied Studies, Intellya implemented an AI-powered virtual assistant to simplify how students and prospective students access information, complete administrative tasks, and navigate their academic journey.
The client
Belgrade Business and Arts Academy of Applied Studies (BAPUSS) is a state-accredited higher education institution in Serbia with a tradition dating back to 1956. It offers undergraduate, specialist, and master’s professional studies across business, IT, and arts through its two main departments. Focused on applied education, BAPUSS combines theoretical knowledge with practical training to prepare students for competitive careers in both domestic and international markets while continuously modernizing the student experience.
The area of improvement
Before implementing the AI virtual assistant, BAPUSS operated within a model common in higher education, where student information was distributed across multiple channels and support was primarily delivered through office hours and traditional communication methods. As student expectations for instant, digital access to information continue to grow, it became increasingly important to provide faster, more centralized access to details about studies, enrolment, exams, and everyday academic procedures.
This created an opportunity to introduce an always-available digital solution that enhances the student experience, ensures consistent information delivery, and allows staff to focus on higher-value interactions.
The solution
BAPUSS implemented the Academic Digital Assistant- ADA, an AI-powered virtual assistant, designed to help current and prospective students quickly find answers to questions and navigate study-related topics.
ADA is accessible 24/7, 365 days a year via popular communication channels like Viber, Facebook Messenger, and a web chat, giving users anytime access to information without needing to visit offices.
The assistant covers over 200 use cases and topics, including study programmes, enrolment requirements, consultation times, lecture schedules, campus locations, and administrative procedures.
By understanding natural language, ADA enables students to ask full, clear questions and receive instant, relevant responses, making interaction intuitive and user-friendly.
For services that involve personal data (such as checking credits, exam registration, tuition fees, and semester clearance), ADA offers a verification process that unlocks secure access to advanced features.
Through its multitasking capabilities, ADA bridges the gap between many students seeking support and limited administrative resources, speeding up service delivery and reducing manual workloads.
The solution also introduces a digital engagement strategy into the institution’s communication ecosystem, modernizing how academic information and services
Results
Improved student experience through instant, round-the-clock access to academic and administrative information
Reduced workload for administrative staff by automating high-volume, repetitive inquiries
Faster resolution of student requests without physical queues or waiting times
Increased accessibility and transparency of academic information
Strengthened the digital presence of the Academy, positioning it as a modern and forward-thinking educational institution.
Key takeaways
AI virtual assistants enable educational institutions to deliver faster, more accessible, and more consistent student support across academic and administrative topics. By centralizing information and providing 24/7 assistance, they improve the student and applicant experience while reducing the burden on student services teams. In the long term, these solutions help institutions scale support efficiently, modernize engagement, and build a more student-centric, digitally mature education environment.
Written by
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