Fulbright University Vietnam has pioneered the integration of Salesforce Agentforce, an AI-powered customer service platform, and Data Cloud, a hyperscale data engine, into the university's One-Stop student services portal. This groundbreaking integration is designed to revolutionise the student experience, scale student services, and streamline operational processes.
The solution has empowered students with a conversational AI assistant that responds to queries in natural language, utilising data consolidated in Data Cloud.
Quang Ha Nguyen, director of Information Technology at Fulbright University, highlighted the significant benefits for students, saying: "This isn't just about saving time—it's about transforming the way students interact with the university. We're providing them with immediate, relevant answers that reduce friction and enhance their confidence in managing their academic journey."
Intuitive student experience
Fulbright also utilises Sales Cloud to manage the student lifecycle and Experience Cloud to power the university's One Stop student services portal, which enables students to log service requests, view responses, access policy documents, and receive updates in natural language. It tailors responses based on the user's context, such as their year of study or academic program.
Data Cloud consolidates student information and integrates all structured and unstructured data, creating a structured and centralised knowledge base.
"Agentforce unlocks a whole new way of interacting with our information. With a Customer 360 view, every student touchpoint is recorded in one place, enabling Agentforce to provide highly personalised, contextual answers," said Nguyen.
"The rapid deployment of Agentforce in just three weeks is a testament to Fulbright's innovative vision and commitment to student success. By leveraging Agentforce alongside Sales Cloud, Experience Cloud, and Data Cloud, Fulbright is not just optimising processes; they are building a truly intelligent campus," said Vernon Cheo, head of Emerging Small and Medium Business, Salesforce ASEAN.
