United StatesPublic sector2019 – ongoing

U.S. Department of Education

Aidan conversational assistant for Federal Student Aid customers

Federal Student Aid said Aidan helped over 400,000 customers after its beta launch

WorkingCompany's own claimOfficial ↗

Problem

Student-aid customers waited for call-center help and searched multiple places for answers. Some questions could be resolved through their online accounts.

Approach

Federal Student Aid built Aidan using Accenture's conversational platform and Rasa. The assistant answered questions and retrieved personalized loan information for logged-in pilot users. Staff reviewed production conversations to improve responses and add missing intents.

Results

over 400,000customers helped since the December 2019 beta launch, reported by FSA in December 2020Company's own claim[1]

Takeaway

Account integration let Aidan answer personal loan questions as well as general inquiries. The reported customer count did not measure calls avoided.

Sources

Federal Student Aid’s New Virtual Assistant Offers Model for Improved Customer Service in Government
Digital.gov / U.S. Department of Education7 Dec 2020Company publication

Source summaries

[1]Digital.gov / U.S. Department of Education7 Dec 2020

An FSA official described Aidan's development and account integration. FSA reported helping over 400,000 customers while continuing to expand the pilot.

Full details are in the original sources.

Added 1 Nov 2026 · Updated 1 Nov 2026