United StatesEducation2023 – ongoingPurdue University
Ivy.ai IT-support virtual assistant
Purdue's Ivy assistant returned high-confidence responses in 73% of 226 student-return chats
Problem
Students and staff needed quick answers to routine IT questions. Relevant information was spread across the support knowledge base and university websites.
Approach
Purdue introduced an Ivy.ai assistant alongside its TeamDynamix support portal. The chatbot answered questions using the knowledge base and Purdue IT websites. It could provide contact details or help submit a ticket, although it could not transfer users into live chat.
Results
Takeaway
The reported result measured response confidence during a short test. It did not establish answer accuracy or confirmed issue resolution.
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
- Company's own claim
Sources
Source summaries
Purdue described Ivy's use of university support content to answer routine questions. It reported high-confidence responses in 73% of 226 chats during the student-return test.
Full details are in the original sources.