United StatesEducation2023 – ongoingYale University
Minerva technology-support chatbot for architecture students
Yale's architecture school used Minerva to answer technology questions during studio deadlines
Problem
Architecture students needed technology support outside normal hours during intensive studio work. Support demand peaked before reviews.
Approach
The Advanced Technology team built Minerva by the April 2023 final reviews. Students used it for questions about equipment and technology operations before filing support tickets. They could request a human, and staff added unresolved questions and their answers to its training database.
Results
No published figures
Takeaway
Human escalation also supplied material for improving the chatbot. Yale reported that Minerva freed staff during peak periods but did not quantify the time saved.
Categories
- Size
- Large enterprise
- Industry
- Education
- Business function
- Customer serviceInternal work and knowledge management
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Yale described how its architecture technology team built Minerva for student support. It explained human escalation and the reuse of resolved questions, while reporting staff benefits without numerical results.
Full details are in the original sources.