George Brown Polytechnic is located on the traditional territory of the Mississaugas of the Credit First Nation and other Indigenous peoples who have lived here over time. We are grateful to share this land as treaty people who learn, work and live in the community with each other.
Agentforce Student Support
George Brown Polytechnic is using Salesforce Agentforce to support routine student inquiries within the Contact Centre. This AI-enabled solution is designed to improve response efficiency by using a curated knowledge base of staff-developed and approved articles to respond to common questions.
Agentforce supports the response process by drawing from existing institutional knowledge content rather than generating open-ended advice. This helps routine questions receive timely responses while allowing Contact Centre staff to focus on inquiries that are more complex, sensitive, or require additional follow-up.
The solution is being implemented with privacy, security, and responsible-use controls in place. It is designed to operate within defined boundaries, use approved knowledge content, and escalate inquiries that require human judgment, additional review, or support beyond routine information. Students also have a pathway to connect with a contact centre staff member when additional support is needed.
Contact centre staff monitor the performance and quality of AI-supported responses over time as part of ongoing service review and continuous improvement.
This is one example of how George Brown Polytechnic is applying AI in a practical and responsible way to support institutional service delivery while keeping people, accountability, and student experience at the centre.
Note: Salesforce Agentforce Student Support is an institutional service implementation and is not a general-access AI tool available for individual use.