New ZealandEducation2024 – ongoingUniversity of Auckland
UoA Assistant chatbot for student enquiries
University of Auckland improved first-time resolution of student enquiries by 40% with a chatbot
Problem
Students moved to virtual learning and needed quick answers to enquiries about their studies. Staff in the student services centre handled many routine questions by hand.
Approach
The university built the UoA Assistant on IBM watsonx Assistant and IBM Watson Discovery, with partner ElementX. The chatbot works alongside the university's experience centre, where staff handle the cases it cannot.
Results
Takeaway
A chatbot paired with a staffed service centre raised both self-service use and first-time resolution.
Categories
- Size
- Large enterprise
- Industry
- Education
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Partner co-development
- Evidence
- Vendor case study
Sources
Source summaries
IBM describes the UoA Assistant, a chatbot built on watsonx Assistant and Watson Discovery with ElementX. It reports a 40% improvement in first-time resolution and a 58% improvement in the self-service to assisted-service ratio. Student satisfaction was 81% for the assistant and 91% for the experience centre.
Full details are in the original sources.
