Coursera Elevates the Enrollment Experience for Learners Around the World
Coursera is a leading global online learning platform that partners with top universities and organizations to offer courses, certificates, and degree programs. Its learners span the world, and its mission is to make high-quality education accessible and help people advance their careers.
"We want to make sure everyone has an opportunity to be heard, to get into school, pursue their degree, and finish it. If that can stem from an AI agent reaching just one learner, I think that’s pretty amazing.”
With Voice AI agents, Coursera booked appointments for their students, while maintaining a high satisfaction rate.
*Regal platform data from 9/22/26-10/22/26
Demand for the platform’s programs is huge, but a big share of it, especially from international markets, wasn’t being fully served. International leads were hard to reach across time zones, and their historically lower conversion rates made human follow-up tough to justify at scale. The result was that many leads got little to no outreach. Routing, localization, and scheduling across regions added even more complexity.
The team wasn’t willing to trade learner experience or partner trust for speed, especially on
flagship university programs. So they started where AI could help without adding risk.
The Coursera team needed to expand outreach responsibly without losing quality. Regal gave them outreach that adapts to time zones, availability, and regional nuances. It qualifies learners before any appointment gets booked, fits into their existing scheduling and routing workflows, and has guardrails so AI only engages where appropriate and hands off cleanly to human teams.
Unlocking demand that was previously unreachable. The first use case was deploying an AI agent to the international population to run qualification and transfer conversations. That was where human coverage was thinnest, and it quickly paid off in more appointments set. Every expression of interest can now be reached in a timely, consistent way, no matter where the learner is.
Treating AI like part of the team. “I actually treat our AI agents like our actual enrollment representatives,” said Justin Pagan, Global Director of Enrollment Services. This means holding AI agents to the same expectations: “The goal is getting every student on the phone as quickly as possible, or giving them some type of engagement they wouldn’t have had, or would have gotten later because of follow-up delays.”
Smarter qualification and routing. AI qualifies learner interest and only books when it makes sense, so enrollment teams walk into better-prepared conversations: structured routing, scheduling, and localization keep handling consistent across regions.
Demand for the platform’s programs is huge, but a big share of it, especially from international markets, wasn’t being fully served. International leads were hard to reach across time zones, and their historically lower conversion rates made human follow-up tough to justify at scale. The result was that many leads got little to no outreach. Routing, localization, and scheduling across regions added even more complexity.
The team wasn’t willing to trade learner experience or partner trust for speed, especially on
flagship university programs. So they started where AI could help without adding risk.
The Coursera team needed to expand outreach responsibly without losing quality. Regal gave them outreach that adapts to time zones, availability, and regional nuances. It qualifies learners before any appointment gets booked, fits into their existing scheduling and routing workflows, and has guardrails so AI only engages where appropriate and hands off cleanly to human teams.
Unlocking demand that was previously unreachable. The first use case was deploying an AI agent to the international population to run qualification and transfer conversations. That was where human coverage was thinnest, and it quickly paid off in more appointments set. Every expression of interest can now be reached in a timely, consistent way, no matter where the learner is.
Treating AI like part of the team. “I actually treat our AI agents like our actual enrollment representatives,” said Justin Pagan, Global Director of Enrollment Services. This means holding AI agents to the same expectations: “The goal is getting every student on the phone as quickly as possible, or giving them some type of engagement they wouldn’t have had, or would have gotten later because of follow-up delays.”
Smarter qualification and routing. AI qualifies learner interest and only books when it makes sense, so enrollment teams walk into better-prepared conversations: structured routing, scheduling, and localization keep handling consistent across regions.
Helping more learners be heard. Deploying AI agents has resulted in more students getting
the support and guidance they need for their education. “I listened to a transcript of a student sharing her goals and motivation with the AI, not realizing it was an AI agent she was speaking to,” Pagan said. “I wasn’t expecting to hear things like that.”
For Pagan, it comes back to accessibility and an equal opportunity for each student. “We want to make sure everyone has an opportunity to be heard, to get into school, pursue their degree, and finish it. If that can stem from an AI agent reaching just one learner, I think that’s pretty amazing.”
The team is continuing to expand AI-driven engagement across more markets and programs, with next steps including:
- Expanding into higher-converting international markets, and eventually more mature
regions - Re-engaging older leads across 30, 60, and 90-day windows
- Refining routing, localization, and scheduling logic across global workflows
- Keeping strong guardrails in place to protect learner experience and partner trust
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