Compared to AI chatbots, AI agents like Una are more proactive and have more decision-making capabilities. At Unity, Una will help automate specific administrative tasks, personalize student services and generate data insights. Right now, it’s designed to help prospective students navigate the application process as the school grows.
Unity's student population increased from 500 students in 2012 to approximately 10,000 today, and the university hopes to reach 50,000 by 2030, according to a November news release. By automating the process of matching applicants with academic programs according to their interests and goals, Salesforce estimates Una will save recruiters 17 hours weekly.
“Unity’s students will now have access to a deeply knowledgeable, contextually aware AI agent that can provide personalized support, 24/7 throughout their entire university experience — starting with admissions,” Margo Martinez, vice president of education at Salesforce, said in a public statement.
The university's President and CEO Melik Peter Khoury also sees Una as an opportunity to reduce administrative burdens.
“As we integrate Agentforce into our workflows, we can quickly address standard questions like financial aid details or class registration while freeing our team to engage more deeply with students,” he said in a public statement. “This balanced approach ensures that every conversation is more meaningful, as some learners can rely solely on Una for immediate answers, while others benefit from the combined efforts of both Una and our dedicated staff.”
The news release said Unity Environmental University will also use Agentforce to integrate student data onto one platform, from which Agentforce will then be able to gather insights on enrollment patterns and student progress. Unity officials said they hope this approach will make class registration run faster and smoother and free up time for staff to focus on personalized outreach and program development.
“It’s not just about automation,” Khoury said. “It’s about fostering more meaningful interactions and ensuring every student feels supported and valued throughout their journey at Unity.”
While Unity Environmental University is the first institution to use Salesforce's agent-builder, other higher-ed institutions have already started using AI agents for student recruitment or in the classroom, such as Knox College in Illinois and Berry College in Georgia.
