On a rainy day in Miami, Ruben Harris, co-founder of OutRival, took a moment to step away from the startup hustle and share a piece of himself by posting a video of his cello performance online.
“I know a lot of people don’t post things like that on LinkedIn,” Harris noted, emphasizing his commitment to authenticity despite the professional platform.
This creative spirit is reflected in OutRival, the company he co-founded alongside Timur Meyster and Group Product Manager Jasmine Melikyan.
Rather than just another AI chatbot, OutRival aims to create digital coworkers that manage significant responsibilities, with an initial focus on the intricate system of higher education.
The company’s vision is straightforward: picture a virtual assistant capable of managing all student inquiries—be it admissions, financial aid, or course options—around the clock.
Instead of merely delivering FAQs, these digital assistants are designed to engage personally by remembering student names and providing real assistance.
When necessary, the system can seamlessly bring in a human adviser to address the situation.
“We’re not trying to replace people. We’re trying to give them superpowers,” stated Melikyan in an interview with Refresh Miami.
From day one, Melikyan has played an essential role in shaping the product, collaborating with engineers and clients alike to ensure that these digital workers not only answer questions but also facilitate significant outcomes—for instance, helping students complete their enrollment or stay enrolled.
Yet, achieving this isn’t without its challenges.
“In theory, AI sounds great. It has huge promise,” she explained.
“But does it actually work in production? Can you make people talk to it? Can you make them engage with it?” These are the difficult questions Melikyan and her team strive to address daily.
One striking instance shared by the team involved a digital worker who reached out to a student over the phone to congratulate them on their acceptance—news that the student had not yet learned.
Currently, OutRival’s digital workers handle more than a million calls per month, a figure expected to soar to 10 million by year’s end.
“We’d need an army if we were doing this with human staff,” remarked Meyster, highlighting the efficiency of their virtual personnel.
The distinguishing factor for OutRival is its emphasis on proactive and personalized communication rather than simple reactive support.
“Most companies focus on cost savings and ticket deflection,” Harris remarked.
“However, we prioritize impact: ensuring individuals don’t fall through the cracks.”
This focus extends beyond just enrollment; their platform also aids in retention, financial aid reminders, and alumni engagement.
Harris envisions a future where digital workers routinely check in with students, providing support before challenges escalate.
“Instead of waiting until someone’s failing out, we can check in on how their first month is going,” he explained.
The overarching goal is to empower every adviser at educational institutions to perform at a significantly higher level.
“We can take on the repetitive tasks so they can devote their time to students who genuinely need assistance,” Melikyan emphasized.
OutRival is rapidly expanding, currently collaborating with nearly 20 academic partners with ambitions to reach 100 in the coming year.
Although they are currently focused on higher education, the founders hinted that they are exploring other sectors where complex, impactful decisions require a personal touch.
image source from：refreshmiami
