In August 2018, NUS IT launched the University’s first cognitive chatbot, ALCA. This technology adoption marks a strategic shift to a truly customer-centric service desk model which leverage Artificial Intelligence (AI). AI has become such a key driver of digital transformation across industries that NUS IT subsequently received many requests from interested parties like FOE, FOS and CIT for training on how to build their very own chatbots. Classes were conducted over the course of early 2019 in both computer labs and classrooms, guided by NUS IT colleagues.