Khan Academy optimizes learner support and improves onboarding
Gupshup provided Khan Academy with a conversational interface on WhatsApp helping them reach a wider audience delivering information and enable support across students, teachers and parents communities.
Delivering personalized education through WhatsApp conversations
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Khan Academy expands conversational learning
About the Brand
World-class education to anyone, anywhere
Khan Academy, a global educational organization established in 2008 by educator Salman Khan, offers free online resources to learners worldwide. Their platform provides video lectures and interactive exercises on various subjects such as math, science, economics, computer programming, and history, among others. Additionally, learners can access personalized learning tools, including progress trackers and practice exercises, to help them master specific topics and monitor their progress.
The Brand’s Challenge
Scaling Personalized Banking Support to Meet Growing Digital Demands
As a leading private bank with over 4,700 branches and 10,000 ATMs serving millions of customers, Axis Bank faced the challenge of providing consistent, round-the-clock customer service across multiple touchpoints. Traditional support methods were resource-intensive and couldn’t scale to handle the growing volume of routine inquiries like balance checks, bill payments, and card management. The bank needed an intelligent solution that could deliver fast, accurate, and personalized service while reducing operational costs and freeing up human agents for complex issues requiring personal attention.
The Solution
Providing a conversational experience from onboarding to support through WhatsApp
Gupshup collaborated with Khan Academy to develop a conversational messaging solution on WhatsApp. Through Gupshup’s AI-powered conversational engagement platform, Khan Academy was able to deliver personalized responses and tailor messages to parents, students, and teachers on WhatsApp. Gupshup also implemented an automated process to comply with WhatsApp’s consent policies and provided tools for managing opt-ins, leading to an increased adoption of WhatsApp. Furthermore, the integration of Gupshup’s WhatsApp API with Khan Academy’s app resulted in a more engaging messaging experience for users.
The Success
Reaching wider audience, streamlining onboarding and improving user experience
Khan Academy has successfully expanded its reach and audience by leveraging the popular messaging platform, WhatsApp. With its user-friendly interface and conversational features, WhatsApp helped Khan Academy streamline its communication with its users, allowing them to onboard new students seamlessly and ensure that they have a positive user experience. Teachers have also been able to engage more effectively with their students, creating a more collaborative and interactive learning environment.
Use Case Summary
Solution
Conversational Support
Channel
Industry
Education
