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.

Fast forward a year, NUS Student Service Centre (SSC) became the 1st department outside of NUS IT to launch a cognitive chatbot on their website! Based on the best practices and experience from NUS IT, this chatbot was designed and trained to answer commonly asked questions on finance and payment matters, lost and found, etc.