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Case Study

Investing in the future: Simplifying financial aid

Department of Education transforms customer experience for over 40 million borrowers.

Call for change

When tech meets human ingenuity

The new, omni-channel network includes:

A single digital platform

Integrates 13 legacy websites and serves as a borrower’s front door to services via the website and mobile app.

A modern marketing platform

Delivers real-time, personalized email and SMS communications and expanded targeted marketing across social and paid media.

A consolidated care platform

Empowers customer service agents and back-office processers to better manage customer inquiries.

Aidan® virtual assistant

Uses natural language understanding to answer frequently asked questions and provides key transactional functions 24/7.

A valuable difference

FSA now has the technology and tools to continually improve the experience and expand its services to support students and families in the future.



Visits to


Inbound calls to the single toll-free number transferred to contact centers


Contact centers fully mobilized with more than 1,200 agents able to handle inquiries


Emails sent to customers using the marketing platform


Messages handled by Aidan®

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