Scaling Teletherapy for Student Well-being
EdTechBusiness Impacts
Improved student approachability leading to higher interventions
Highly scalable & templatized solution
Improved student experience
24*7 access to licensed counselors
Customer Key Facts
- Location : United States
- Industry : EdTech
Problem Context
The client helps K-12 districts manage student safety and well-being by proactively identifying students who need mental and emotional support. They enable hundreds of districts to avoid tragedies and save lives while protecting district liability. The client offers K–12 students access to a teletherapy platform that gives them any-time access to licensed therapists from home or school.
However, it was an operational challenge to make this platform accessible throughout the US. The client, therefore, wanted to scale the solution and reduce the overall cost required, making it highly feasible.
Challenges
- Automating the process of deployment of the solution using Terraform
- Scalability of the existing platform across the US and costs associated with it
Technologies Used
Amazon Connect
Amazon S3
Amazon Pinpoint
AWS Lambda
Amazon SNS
Scaling Teletherapy Platform To Support K-12 Students
Solution
Quantiphi developed a contact center solution powered by Amazon Connect that enables 24X7 Counselor availability through SMS, call, and web chat, ready to be deployed across different districts in the US.
Results
- 24X7 access to licensed counselors to provide resolution to student grievances
- Counselor callback in case of student opt-outs, high wait time, or call disconnection
- Enables counselors to have multiple text conversations and access to call history
- Student feedback mechanism for calls and texts with the counselor
- In-built logging mechanism to capture caller details and conversation records
