Canada·Education·2020 – ongoingUniversity of Toronto
Navi student resource finder
U of T expanded Navi beyond mental health resources and reported 6000+ monthly accesses
Problem
Students had difficulty finding services across a large, decentralized university.
Approach
Navi launched in 2020 using IBM Watson Assistant. Campus experts wrote its responses, and its scope expanded in 2023 to general university resources. Staff monitored information and updated content.
Results
Takeaway
Navi directed students to services and contacts. Its usage counts did not measure the outcomes of the support students subsequently received.
Categories
- Size
- Large enterprise
- Industry
- Education
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Company's own claim
Sources
- AI Task Force Report & Recommendations: Student Services Working GroupUniversity of Toronto·Jun 2025Company publication
- Navi: Your U of T Wayfinder, 5 Year Anniversary ReportUniversity of Toronto·4 Sep 2025Company publication
Source summaries
The university described Navi's expansion into general student services and its limits on complex advice. It also described staff oversight of information accuracy.
The anniversary report identified IBM Watson Assistant as Navi's non-generative AI platform and confirmed its 2020 launch. It reported average access of 6000+ times per month.
Full details are in the original sources.
