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OMAP® Concierge Agent — Higher Learning Commission

A secure, always-on way for HLC staff to get answers from their own internal portal.

AltaDX Marketing · August 2026

0%

Negative sentiment since launch

4.50/5

Staff satisfaction rating

7.05 hrs

Staff time returned

* Figures per Concierge Agent analytics export, HLC pilot cohort.

About the Client

The Higher Learning Commission (HLC) is a U.S. nonprofit institutional accreditation body that evaluates and accredits degree-granting colleges and universities across the United States. It operates as a single corporate nonprofit: one organization, one staff body, one set of internal systems.
Day-to-day staff operations run on a dedicated internal portal covering HR policy, benefits, professional-development funding, forms, and internal procedures. The portal sits behind a staff-only login, which shapes how any assistant serving that content has to be built. This engagement covers those internal operations; HLC’s public accreditation work sits outside its scope.

Challenges

HLC’s staff needed quick, dependable answers to everyday questions about policies, benefits, and procedures.

In practice, finding those answers often meant manually searching the internal portal or reaching out to HR and administrative colleagues. The existing assistant could not access information housed within the staff-only portal. Key challenges included:

Critical Information Was Hard to Reach

The policies, benefits, and HR information staff relied on most sat behind a staff-only login, making it inaccessible to the assistant.

Routine Questions Created Extra Work

Everyday policy and benefits questions often landed with HR and administrative staff, costing time for both the person asking and the person answering.

Content Changed Faster Than Static Answers Could Keep Up

Policies and internal pages were updated regularly, so any assistant relying on a fixed copy of the site could quickly become outdated.

Key Documents Were Still Out of Reach

HR forms, SharePoint files, and PDFs linked throughout the portal contained important information, but remained inaccessible to the assistant.

What We Delivered

AltaDX designed, built, and deployed an authenticated content pipeline powering a purpose-built OMAP® Concierge Agent for HLC’s staff.
The solution went live within weeks of kickoff, giving employees a secure, always-on way to use AI to find answers across HLC’s internal content. Key contributions included:

Authenticated Access

A purpose-built scraper that signs into the staff portal the same way an employee would, giving the knowledge base access to published content that sits behind the employee login.

Live Page Discovery

Each refresh identifies published pages across the portal while filtering out login screens, feeds, author archives, and other non-content pages.

Scheduled Refresh

The knowledge base is rebuilt on a defined schedule, keeping answers aligned with the latest published information.

Concierge Agent Deployment

HLC staff can ask questions in plain language about benefits, policies, professional-development funding, HR contacts, forms, and other internal resources.

Measurement From Day One

Usage, topic category, sentiment, engagement, and clicks are tracked from launch, giving HLC visibility into how employees use Concierge Agent and where it creates value.

Solution Overview

The solution was engineered to deliver accurate, current, and verifiable answers drawn from HLC's authenticated content.

Authenticated Portal Access

  • Securely signs into the staff portal using the same authenticated environment available to employees
  • Makes published staff-only content available to the OMAP® knowledge base

Live Content Discovery

  • Identifies every published page on each run, filtering out login screens, feeds, and author archives
  • Keeps retrieval focused on genuine content rather than portal infrastructure

Scheduled Knowledge Refresh

  • Rebuilds the knowledge base on a defined schedule rather than relying on a static copy
  • Incorporates newly published, and updates revised or retired content as the portal changes
  • Reduces the risk of employees receiving answers based on outdated information

Source-Linked Responses

  • Lets staff ask questions naturally about topics such as time off, benefits, professional-development funding, HR contacts, and internal procedures.
  • Answers may include a link back to its source page or document, including SharePoint-hosted forms and finance files.
  • Gives staff a verifiable trail from answer to authoritative source

Technologies

Category Detail
Agent Concierge Agent
Content Pipeline Python, Selenium, Playwright
Authentication WordPress staff-portal login
Knowledge Base & Retrieval OpenAI Files API, OpenAI Vector Store
Frontend React.js chat widget embedded in the staff portal
Measurement Concierge Agent analytics covering conversation, category, sentiment, and click tracking
QA & Testing Manual testing

Business Benefits

Reduced Administrative Load

Routine policy and benefits questions can be resolved in chat rather than routing to HR and administrative staff.

Authoritative Answer Source

Responses are drawn from the authenticated, currently published portal, giving staff a single source of information.

Continuously Current Content

The scheduled refresh carries updates through to staff without a manual content step.

Always-On Availability

Staff can get answers whenever they need them, independent of business hours or desk coverage.

Full Source Traceability

Responses may link back to its source document, so answers can be verified at the point of use.

Staff Augmentation, Not Replacement

Concierge Agent handles repetitive lookups so staff time goes to work that requires a person.

Results & Outcomes

Concierge Agent serves HLC’s internal staff rather than a member base or a public audience, and is currently live as a controlled pilot scoped to a defined group ahead of a wider rollout.
Volume therefore reflects the size of that group rather than market reach: the population asking questions is one organization’s employees, and each of them has a finite number of questions to ask in a given month.
Read against the scope, the measure of success is not how many conversations happen but whether staff trust the answers enough to keep coming back. On that basis, Concierge Agent performed as follows.

0%

Negative sentiment since launch

4.50/5

Staff satisfaction rating

7.05 hrs

Staff time returned

* Figures per Concierge Agent analytics export, HLC pilot cohort.

What the numbers show

Real Staff Questions, Answered End to End

Concierge Agent handles the categories staff actually ask about, including employee benefits, professional development, company policies, office closings, and general inquiries.

Answers Anchored to the Live Portal

86.4% of sessions begin from the staff portal home, and the most-clicked responses point to live pages including staff expense (5.7%) and time off (5.0%).

Live in a Few Weeks

From kickoff to go-live in a matter of weeks, with meaningful cost saved alongside the staff time returned above.

Consistently Positive Reception

Sentiment split 79% neutral and 21% positive, with zero negative conversations every month since launch.

Conclusion

HLC already had a comprehensive, well-secured staff portal.
AltaDX built the authenticated pipeline that makes that content accessible and keeps it current, then placed Concierge Agent in front of it so staff can get accurate, traceable answers from their own internal sources without having to search for them manually.
For many organizations, the problem is not a lack of information. It is access. The answers already exist, but they are often buried behind a login, scattered across systems, or several clicks away from the people who need them.

Bring the questions your team asks most and watch Concierge Agent work against your own content.

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