Ministry of Education & Science: National AI assistant
Bringing instant answers to hundreds of weekly support queries on North Macedonia's nationwide E-dnevnik student records platform.
Problem
E-dnevnik hosts the records for every school in the country. Teachers manage grades, attendance, and enrollment. Parents check their children's progress. Administrators run the back office. The platform is necessarily wide and complex, and that complexity generates hundreds of weekly support questions. Most are answerable from existing documentation, but each one ties up customer-support staff time and leaves the citizen waiting on an email reply.
Solution
We deployed a retrieval-augmented assistant trained on the Ministry's documentation, procedural guides, and frequently asked questions. Each query is parsed, matched against the corpus, and answered with a citation to the exact source - the section of the manual or the regulation it came from. The assistant runs inside the platform itself, available to any user at any time.
Outcome
Email wait times collapsed for the common questions. Support staff are no longer triaging repetitive tickets and can focus on cases that genuinely need a human. Teachers, parents, and administrators get an answer in seconds, with a source they can verify.