CanadaEducation2020 – ongoingMcMaster University
Chatbot for university IT support
McMaster's IT support bot answered 39% of incoming chats in 2023, Comm100 reported
Problem
McMaster's IT support channels did not provide the fast, round-the-clock help its university community expected. Pandemic restrictions increased demand for remote support.
Approach
University Technology Services introduced Comm100 live chat with an integrated chatbot. Users completed a short form before the bot handled routine questions, while staff handled more complex requests. Chats could also be transferred to other university departments.
Results
Takeaway
Routine IT questions accounted for a substantial share of chat demand, leaving staff more time for complex support.
Categories
- Size
- Large enterprise
- Industry
- Education
- Business function
- Customer serviceIT and R&D
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
Comm100 described McMaster's combined live-chat and chatbot service, with the university a customer since July 2020. It reported that the bot answered 39% of incoming chats in 2023.
Full details are in the original sources.
