How to handle tens of thousands of queries on campus without further overloading your team

Why Citymind

If you’re dealing with information availability, pressure on study departments, and fragmented resources at a university today, you’re probably not looking for an extra system. You’re looking for a way to shorten the path to answers for students and applicants and give your team back time where it’s most scarce.

This is where Citymind makes a lot of sense. Because there is usually no shortage of information at university. Rather, what’s missing is easy access to it. Applicants are looking for admissions, degree programmes and deadlines. Students deal with enrolments, halls of residence, scholarships, theses or practical operational matters. And then your people answer questions over and over again that are already somewhere on the web, in PDFs, or in internal documents.

When this comes together in one period, it creates exactly the type of pressure you know so well: more inquiries, more forwarding, more phone calls, more emails, and less space for work that has real professional value. That’s why it makes sense in universities to consider not just one chatbot, but a cleverly put together package based on where communication is costing you the most capacity today.

Why now

AI is no longer a fringe topic in academia. Students use it routinely and expectations for the availability of digital services continue to rise. For you, this means one thing: the pressure for fast, clear and accessible communication will not abate. It will grow.

And it is growing very specifically. Enquiries come in the evening, at weekends and at peak times when your teams are most under pressure. So it’s not about whether you use the AI once. It’s more about how you grasp it so that it actually helps you, not adds another layer of complexity.

“Some time ago, we introduced a chatbot for applicants. The most common topics? Admissions, study programs, sample tests. Interactions increased as the admissions process approached, especially at night when no one is on the phone at the faculty.”

Sylva Žáková Talpová, Vice-Dean ECON MUNI

What the package looks like for the university

AI chatbot on the web is the first and most visible layer. If you want to make answers quickly available to applicants and students, this is the perfect start. It helps with the topics that come back over and over again: admissions, degree programs, deadlines, colleges, scholarships, or university services.

Aurora AI agent belongs inside the institution. Where the public web isn’t enough, it helps your people track down information in documents, speed up work with regulations, prepare emails, documents, draft texts, research or summaries. It’s exactly the kind of tool you don’t show on your homepage, but you’ll quickly recognize it in everyday use.

Voicebot makes sense when the pressure shifts to the phone. For admissions, enrollment, help desk, or dorms, it can handle peak times, navigate callers, and relay complex questions to a specific person with a summary. That way, you don’t have to rely on everyone reaching the right person at the right time.

And if you’re dealing with something specific, that’s where custom development. This is exactly how Umberta at the Faculty of Arts at MUNI came into being, for example, which does not write texts for students, but helps them with professional writing, structure, citations and feedback. This is also important strategically: it doesn’t mean you have to fit into one template. It means you can choose where you want to start, and where AI really makes sense for you.