At Multiverse, our goal has always been to deliver high-quality, on-the-job learning at scale. A core part of that promise is Atlas, our AI coach, which works hand-in-hand with our expert human coaches to make sure learners can get support 24/7, whenever they need it.
From its beginning, Atlas was built on a Socratic model to help learners think critically. But as we’ve scaled - reaching more learners than ever before - we recognised the opportunity for it to do more.
This is the next evolution of Atlas. It has moved from being a Socratic guide alone, to becoming an intelligent AI that understands a learner's intent and autonomously decides how best to help.
Following a pilot beginning in July, Atlas now successfully resolves 88.3% of all inbound support queries, like simple scheduling questions, and more than 99% of overall messages spanning both support and learning. Just one per cent of messages that begin with Atlas are escalated to a human coach. The AI coach has also hit a new high of 99% helpfulness rating from our learners.
And for the sensitive moments or thornier problems when you just need to speak to a human, Atlas seamlessly connects to your coach with a summary of the discussion. No qualms.
This is a huge milestone, not just for us, but for the entire conversation around AI in learning. Here’s a look at how we did it and why it matters.
Moving beyond the "bad chatbot"
We've all been there: trapped in an automated chat loop, spamming "speak to a person" because the bot just doesn't understand. The problem with most chatbots is that they aren't built to solve problems, they're built to deflect them.
We wanted to build the opposite. We needed an AI coach that could genuinely help, not get in the way.
That’s why this 88.3% support resolution rate is so important. Rather than being a "containment" metric that ultimately hides user frustration, it's a resolution metric, validated by a 99% helpfulness score. Our learners aren't being "contained": they are getting the answers they need, when they need them.
What does this mean for learners?
Previously, Atlas was primarily a Socratic tutor. But what if a learner didn't need a tutor? What if they just had a quick question about their schedule or where to find a resource?
Atlas can understand and act on the intent behind a question. Atlas now intelligently triages every query and decides what role to play:
- Is the learner stuck on a learning module task? Atlas becomes a Socratic Tutor, guiding them with questions to help them find the solution themselves, using the skills they’ve learnt.
- Is the learner struggling to identify a relevant opportunity for a project? Atlas steps in as a thought partner to help them overcome the "blank page", suggesting high-impact project ideas tailored to their role.
- Is the learner confused about a deadline? Atlas becomes a Support Guide, instantly providing the correct date and resources.
This ability to decide how to help is what makes it a true AI coach. For learners, it’s always available and built to solve their problems, fast.
And it’s working. In October alone, Atlas resolved over 9,400 issues, a 9x increase in the three months since its new support capabilities were piloted.
How Atlas is supercharging our human coaches
We have world-class human coaches. Atlas helps to augment what they can deliver.
We’re using AI to free up our coaches to focus on the high-impact, uniquely human work that no AI can replicate: mentorship, pastoral care, and deep, developmental coaching.
By handling 88.3% of routine support queries, Atlas is giving our coaches their most valuable resource back: time. Coaches who have been using the new Atlas have seen their total message volume fall by 32%. The percentage of their time spent on routine support has dropped from 41% to just 18%.
"We’ve moved Atlas beyond just Socratic coaching; it is now the first place a learner can go for any question they might have. It understands their intent and knows when it can help them directly, and when to connect them with human expertise.
By handling the vast majority of all the support queries it receives, it gives our human coaches and our support team their most valuable resource back: time. They can now redirect their efforts from routine support to the high-impact, developmental coaching that actually transforms careers."
Cem Gurkan
Senior Product Manager
What is the impact of all this?
Our learners are feeling the impact every day. With over 23,000 learners asking 1.5 million questions to date, Atlas is delivering instant, accurate, and helpful support 24/7.
But don't just take our word for it. Here's what our learners are saying:
“Using Atlas is like having an expert on call, giving straightforward answers and practical pointers. It made apprenticeship tasks feel simpler and more achievable – I used it for assessment clarifications, templates, step‑by‑step guidance and help on tasks when preparing evidence for my portfolio.”
Toni
Data learner from a global education nonprofit
This is the future of learning we are building at Multiverse: a future where AI and human experts work together to deliver a more personal, supportive, and effective experience than ever before. This new, smarter Atlas is a massive step forward.
