University of Auckland: Elevating Student Support with AI

Waipapa Taumata Rau, The University of Auckland, faced significant challenges as it transitioned to virtual learning during the pandemic. With 46,000 students, the university experienced a surge in student queries, straining its ability to provide timely and accurate support. The dynamic nature of information, coupled with the lack of a robust search system and language barriers, further complicated student interactions, risking student satisfaction and stalling innovation.

To address these challenges, the University of Auckland partnered with IBM and ElementX to develop the UoA Assistant, a tailored conversational AI solution built on IBM® watsonx Assistant™ and IBM Watson® Discovery. This AI chatbot featured advanced natural language understanding (NLU) capabilities, enabling it to learn and adapt over time. The UoA Assistant seamlessly integrated with existing systems, providing personalized responses and empowering university staff to update information swiftly.

The implementation of the UoA Assistant revolutionized student interactions, providing a dynamic and responsive support system. By efficiently managing routine inquiries, the AI system allowed students to easily find information on a single platform without navigating multiple search pages. The UoA Assistant boasts over 90% coverage and containment rates, resolving most queries without human intervention and ensuring students receive the most current information.

Value Results:

• Improved First-Time Resolution: Achieved a 40% improvement in first-time query resolution.

• Enhanced Self-Service: Realized a 58% improvement in the ratio of self-service to assisted service.

• Maintained High Satisfaction: Sustained high student satisfaction levels, with the UoA Assistant scoring 81% and the experience center at 91%.

• Increased Efficiency: Streamlined student support services by efficiently managing routine inquiries.