Adriana Urrego
AI products · 05 of 07

Instant student support

An AI assistant giving immediate answers to student questions inside the learning interface, improving course completion by 10%.

CompanyPlatzi RoleSenior Product Manager ProductExplainer V1 and V2
Impact

Help at the moment of confusion

Instant support drove significant gains in course completion and feature adoption.

+10%Course completion rate
25K+Students using the feature
200K+Questions answered by AI
01 — Problem

Unanswered questions blocking progress

90% of student questions in class discussions went unanswered, creating barriers to understanding and driving course abandonment.
ANo immediate helpStudents stuck on a concept had nowhere to get a quick answer, and disengaged when they couldn’t move on.
BCommunity couldn’t scalePeer-to-peer help in discussions wasn’t providing the support students needed to succeed.
CAbandonment at confusion pointsUnanswered questions correlated directly with lower completion rates.
02 — Solution evolution

From community bot to instant assistant

We built two versions, learning from each to balance community engagement with immediate support.

Platzi Bot V1 replying in class discussions
Version 1 Community integration An AI feature answered in the discussion section when nobody from the community replied within 30 minutes, keeping the social dynamic with a safety net.
Explainer V2 inside the lesson player
Version 2 Shipped Dedicated interface An always-visible “Ask a question” option inside the learning interface with instant AI answers. Students could share good answers to the discussion under their name.
03 — How it works

Context-aware answers in seconds

Student question+Lesson content+Course context Both versions use the same prompt system, with a fast model so responses appear within seconds. In V2, students can post an AI answer to the discussion, preserving community knowledge while making immediate help the priority.
AI answer with option to publish to discussion
04 — Key learnings

What I learned building this

01 Solve the real problem first V1 tried to preserve an idealized community dynamic that didn’t match actual behavior. V2 focused on what students needed: immediate help when stuck.
02 Speed over perfection Instant answers kept students moving. Waiting for perfect community responses that never came was worse.
03 Design for actual usage Students weren’t using discussions to ask questions. Putting help inside the learning interface met them where they already were.