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Liverpool John Moores University consolidated its support onto Halo and built its own AI assistant, LJ, to handle high-frequency queries at the first point of contact. Since launch, LJ has resolved around 70% of incoming queries and extended support to 24/7 worldwide, freeing skilled staff for the more complex work without adding headcount.
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Liverpool John Moores University (LJMU) is one of the largest and most established universities in the UK, with a heritage dating back 200 years. Based in the heart of the city, it is home to over 28,000 students from more than 100 countries and places its students at the heart of everything it does.
LJMU is a large, complex organisation, made up of separate schools, faculties and business services. For students, that created a simple but persistent problem: knowing where to go.
With support spread across the institution, someone with a question first had to work out which team owned it. There was no single front door, and a request sent to the wrong place could stall before it reached anyone for help.
Support was also bound by office hours. The service historically ran only to early evening, around 7pm, so anything raised in the evening or at the weekend had to wait until the next working day.
Behind the scenes, skilled staff were spending time on high-frequency, low-intensity queries, routine questions that had to be answered but pulled capacity away from the more complex work where their expertise mattered most.
At the same time, the university runs a wide range of separate systems from different providers, which is a continual challenge to keep costs and numbers under control across an already large estate.
"When somebody's trying to gain support and help with an issue, they can struggle to know who to direct that request to."
LJMU consolidated its support onto Halo, running enterprise service management across the university, from IT and finance to estates and governance, on a single platform. With that foundation in place, the focus turned to AI.
LJMU took a defined position from the outset: AI would be used to support its people, not replace them. The university built its own AI assistant, LJ, and deployed it across its public-facing pages as the first point of contact for incoming queries. LJ handles the routine, high-frequency questions that make up much of the daily volume, resolving them at the front line rather than passing them into the service desk.
This supports a shift-left approach, resolving queries as close to the end user as possible. Routine demand is met instantly and around the clock, while skilled staff are freed from repetitive work to focus on the more complex cases where their expertise counts. It also gives the university a way to extend its service without simply adding headcount.
"We never want to replace the person. We see our people as the most important part of our service proposition, and we saw AI as a way to enable staff to do more and free them up to concentrate on the work that matters to our end user."
The impact was quick and measurable, and cost control ran through all of it.
The numbers reflect a wider operational shift. Students get one route in, at any hour, while the university meets more demand without adding cost or headcount, and keeps control of a large, complex estate.
"This is a difficult organisation to deliver into. I would happily endorse Halo to other university colleagues.”
