Fulbright Vietnam Transforms Student Engagement with Salesforce
Fulbright University Vietnam has unveiled a forward-looking digital transformation strategy centered on Salesforce to enhance student engagement, streamline operations, and scale services for a growing student body. By embedding Agentforce, Salesforce’s conversational AI, within the One Stop student services portal, the university is delivering a more responsive, personalised experience that aligns with its mission as Vietnam’s first independent, nonprofit liberal arts university.
Rapid Deployment, Immediate Impact
In an impressive rollout, Fulbright deployed Agentforce in just three weeks. The AI assistant operates inside the One Stop portal, helping students with natural language queries, logging service requests, and guiding them to relevant policy documents and updates. This reduces the time students spend navigating complex menus and improves access to information when and where they need it.
Grounded in Trusted Data
Agentforce delivers its responses with confidence because it draws on a trusted, consolidated data foundation built with Salesforce Data Cloud. The hyperscale data engine unifies structured and unstructured data from multiple sources, enabling a centralized knowledge base that powers accurate, timely answers from day one.
A Unified, Personalised Student Experience
Fulbright’s technology stack centers on Salesforce Sales Cloud to manage the student lifecycle and Experience Cloud to power the One Stop experience. This combination creates a seamless journey from admission through graduation, where students receive consistent, personalised interactions tailored to their year of study or program. The system’s context-awareness allows responses to reflect the student’s current status, such as their course of study, year, or completed requirements.
The One Stop Portal as a Dynamic Ecosystem
With Agentforce embedded in the portal, the student services ecosystem becomes more than a help desk; it’s an integrated digital hub. Students can: log service requests; receive real-time updates; search for policy documents; and obtain relevant guidance through natural language conversations. This reduces friction, speeds up issue resolution, and frees staff to handle more complex inquiries.
Strategic Outcomes and Future Opportunities
The initiative is not merely about efficiency. It represents a broader strategic move to modernize operations while keeping student-centred service at the core. The consolidated data layer enables proactive support and more accurate insights into student needs, paving the way for future AI and automation use cases. Potential developments include automated enrollment workflows and proactive advisor assistance that anticipate student questions before they arise.
Leadership Perspective
Quang Ha Nguyen, Fulbright’s director of IT, emphasised the broader implications: “This also opens up tremendous potential for future AI and automation use cases, from automating enrollment to providing proactive advisor support.” He added, “For us, it’s not just about saving time—it’s about transforming the way students interact with the university. We’re giving them immediate, relevant answers that reduce friction and improve their confidence in managing their own academic journey.”
About Fulbright University Vietnam
Fulbright is Vietnam’s first independent, nonprofit liberal arts university focused on equipping future leaders with the skills to address global challenges and foster a diverse, inclusive academic community. The Salesforce-powered transformation aligns with its mission to deliver high-quality, student-centered education through secure, scalable technology.
