Case Study: Upper Grand District School Board
How UGDSB and FluvioAI designed a governed, integrated voice AI service for reception and intake.
Upper Grand District School Board
See how UGFSB modernized Reception, Call Management and Family Support Services through conversational AI. A practical case study in service continuity, responsible AI, and workflow integration.
UGDSB began the Reception AI project to protect a basic public service: ensuring callers could still reach the board when traditional reception coverage was unavailable. The initiative quickly became more than a call-answering solution. It created a reusable service model that combined conversational voice AI, approved public information, clear escalation paths, and automated service-ticket creation.
Working with FluvioAI, the board expanded the model to support the Student and Family Support Office, where families may need help navigating registration, school-based matters, documentation, and other intake questions. The project was deliberately shaped through governance review, technical integration, testing, and ongoing call-quality analysis rather than treated as a simple technology deployment.
Challenge
- Service continuity: Reception coverage gaps created a risk that callers would receive delayed or inconsistent support.
- Complex public inquiries: Families often need guidance across registration, school location, transportation, documentation, and service-specific processes.
- Manual hand-offs: Traditional call handling depended on staff to interpret the request, collect details, and route it to the correct team.
- Privacy and trust: A public-sector AI service needed clear limits, approved content, retention controls, escalation rules, and ongoing human oversight.
- Traceable intake: For the Student and Family Support Office, a helpful conversation also needed to become a complete, trackable service request.
Solution
The project evolved into two related but distinct AI services, each using a shared technical and governance foundation.
Reception AI
- Provide a consistent first point of contact for general board inquiries.
- Answer from approved public-facing content, identify caller intent, provide guidance, and route or record follow-up when appropriate
- Implemented over 250 call transfer rules: individuals, departments, schools and various services within the school board
Student and Family Support Office agent
- Guide families through the intake process for specialized support.
- Explain the process first, collect essential contact and inquiry details, direct callers to the online form when that is the better path, and create a structured service request.
- Answer all questions and provide escalation path as needed.
Results
In just 4 months, the agent handled:
- 1819 calls
- 98.4% cases closed
- 72.4% calls transferred
The 98.4% closure rate measures workflow completion, not whether the caller reached the correct service or resolved the issue.
What Changed
From answered calls | → to guided service journeys |
From unstructured messages | → to mapped, trackable TOPdesk requests |
From a single reception use case | → to a reusable two-agent service model |
From static deployment | → to transcript-informed testing and continuous refinement |
From technology-first thinking | → to a governed service designed around accessibility, privacy, and staff workflows |
Talk to Our Agent
We have a number of inbound and outbound agents that you can test right now. See for yourself!
