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Madgwick — Staff Support
AI-enabled support for staff assisting students with platform adoption
A governance-aligned support assistant that equips frontline staff with accurate, consistent answers — built on approved handbooks, FAQs, and policy guidance.
Purpose
Equip staff with accurate, consistent and governance-aligned information to confidently respond to student queries during a major rollout.
Who it helps
Professional staff, peer leaders, educators, and frontline support teams.
What it does
- ✦Delivers approved answers sourced directly from the staff support handbook and student FAQ
- ✦Provides clear escalation pathways when issues require specialist handling
- ✦Ensures accurate, consistent messaging across all student interactions
- ✦Supports compliance with communication, copyright, and academic integrity standards
- ✦Reduces uncertainty for new users by guiding them through common troubleshooting steps
How it was designed
Built on a comprehensive content base including the staff support handbook, student FAQ, governance guidance, and responsible AI / copyright messaging — guiding staff confidently while ensuring all advice is policy-aligned and risk-aware.
Impact
- ✦Improved staff confidence in responding to student queries
- ✦Faster resolution of common questions without escalation
- ✦Strong alignment with risk, privacy, copyright, and AI governance settings
- ✦Positive early feedback from peer leaders and frontline support staff