# Atlas, evolved: our AI guide frees up even more human coach time for meaningful learner engagement

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.

**Team Multiverse**