{"id":45,"date":"2022-06-17T09:17:52","date_gmt":"2022-06-17T09:17:52","guid":{"rendered":"https:\/\/nusit.nus.edu.sg\/itcare\/?page_id=45"},"modified":"2025-07-06T07:49:13","modified_gmt":"2025-07-06T07:49:13","slug":"our-success","status":"publish","type":"page","link":"https:\/\/nusit.nus.edu.sg\/itcare\/our-success\/","title":{"rendered":"Our Success"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"45\" class=\"elementor elementor-45\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-6149677 elementor-section-full_width elementor-section-stretched elementor-section-height-default elementor-section-height-default\" data-id=\"6149677\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;,&quot;background_background&quot;:&quot;classic&quot;,&quot;shape_divider_bottom&quot;:&quot;waves&quot;}\">\n\t\t\t\t\t<div class=\"elementor-shape elementor-shape-bottom\" aria-hidden=\"true\" data-negative=\"false\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 1000 100\" preserveAspectRatio=\"none\">\n\t<path class=\"elementor-shape-fill\" d=\"M421.9,6.5c22.6-2.5,51.5,0.4,75.5,5.3c23.6,4.9,70.9,23.5,100.5,35.7c75.8,32.2,133.7,44.5,192.6,49.7\n\tc23.6,2.1,48.7,3.5,103.4-2.5c54.7-6,106.2-25.6,106.2-25.6V0H0v30.3c0,0,72,32.6,158.4,30.5c39.2-0.7,92.8-6.7,134-22.4\n\tc21.2-8.1,52.2-18.2,79.7-24.2C399.3,7.9,411.6,7.5,421.9,6.5z\"\/>\n<\/svg>\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-d0a7a05\" data-id=\"d0a7a05\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-1fc32be elementor-widget elementor-widget-heading\" data-id=\"1fc32be\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">The Best of Future for Customer Services<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7e946d0 elementor-widget elementor-widget-text-editor\" data-id=\"7e946d0\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><em>\u201cThank you for taking time to browse this page. Regardless of you being a new user or returning one, we thank you sincerely for your continuous support and understanding.\u201d &#8211; <\/em><em>From everyone at IT Care<\/em><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-69511b8 elementor-widget elementor-widget-heading\" data-id=\"69511b8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Digitalised. Empowered. Personalised.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-85ddd56 elementor-widget elementor-widget-text-editor\" data-id=\"85ddd56\" data-element_type=\"widget\" data-e-type=\"widget\" id=\"link_edit1\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Digitalisation started at IT Care with ALCA Chat, ALCA Voice and nTouch service catalogue since 2019. nTouch has been transformed into AI-powered A.S.K. in 2025. We deployed these smart technologies to better serve our growing support demand and provide instant responses to our users. By reducing wait time on call pick-up and email responses, we are striving towards a zero-touch intelligent support model where users can receive faster and consistent responses from our AI engines. We believe in the transformative power of technology and want to elevate the customer service experience for the better. Stay tuned, because we have more exciting journeys ahead!<\/p><p>Your voice is important to us. So please write to us if you have constructive feedback. Simply check out our contact at the \u201c<a href=\"https:\/\/nusit.nus.edu.sg\/itcare\/about\/#contact\">About<\/a>\u201d page!<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-1f93162 elementor-section-content-middle elementor-section-full_width elementor-section-stretched elementor-section-height-default elementor-section-height-default\" data-id=\"1f93162\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;,&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-30e80cd9\" data-id=\"30e80cd9\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4547b50 elementor-widget elementor-widget-text-editor\" data-id=\"4547b50\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Our Road to Digital Transformation<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-22b81ca elementor-widget elementor-widget-heading\" data-id=\"22b81ca\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Present. Future.<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-aaa555b elementor-widget elementor-widget-image\" data-id=\"aaa555b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"988\" height=\"1024\" src=\"https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2022\/11\/Servers-988x1024.png\" class=\"elementor-animation-grow attachment-large size-large wp-image-772\" alt=\"\" srcset=\"https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2022\/11\/Servers-988x1024.png 988w, https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2022\/11\/Servers-289x300.png 289w, https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2022\/11\/Servers-768x796.png 768w, https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2022\/11\/Servers.png 1422w\" sizes=\"(max-width: 988px) 100vw, 988px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cf0a185 elementor-widget elementor-widget-text-editor\" data-id=\"cf0a185\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-size: 11.0pt;line-height: 107%;font-family: 'Calibri',sans-serif\">Committed people: A team of domain experts working hard for you! Managing technology development, operation delivery and people training!<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-23d0a080\" data-id=\"23d0a080\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-298d463b elementor-widget elementor-widget-image\" data-id=\"298d463b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2022\/06\/photo_2022-06-23_11-12-18-1024x576.jpg\" class=\"elementor-animation-grow attachment-large size-large wp-image-197\" alt=\"\" srcset=\"https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2022\/06\/photo_2022-06-23_11-12-18-1024x576.jpg 1024w, https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2022\/06\/photo_2022-06-23_11-12-18-300x169.jpg 300w, https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2022\/06\/photo_2022-06-23_11-12-18-768x432.jpg 768w, https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2022\/06\/photo_2022-06-23_11-12-18.jpg 1280w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6281ab20 elementor-widget elementor-widget-text-editor\" data-id=\"6281ab20\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-size: 11.0pt;line-height: 107%;font-family: 'Calibri',sans-serif\">IT Care service counter: Cosy service experience at IT Care. Bring along your drinks and enjoy a conversation with our service engineers!<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-717b286 elementor-widget elementor-widget-image\" data-id=\"717b286\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"984\" height=\"1024\" src=\"https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2022\/11\/helpdesk-984x1024.png\" class=\"elementor-animation-grow attachment-large size-large wp-image-774\" alt=\"\" srcset=\"https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2022\/11\/helpdesk-984x1024.png 984w, https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2022\/11\/helpdesk-288x300.png 288w, https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2022\/11\/helpdesk-768x799.png 768w, https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2022\/11\/helpdesk.png 1419w\" sizes=\"(max-width: 984px) 100vw, 984px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-474aee8 elementor-widget elementor-widget-text-editor\" data-id=\"474aee8\" data-element_type=\"widget\" data-e-type=\"widget\" id=\"link_edit2\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-size: 11.0pt;line-height: 107%;font-family: 'Calibri',sans-serif\">Customer care program: Our service desk agents are adequately trained to deliver tactful and caring experiences. <\/span><span style=\"font-size: 10.5pt;line-height: 107%;font-family: 'Calibri',sans-serif\">Don\u2019t believe? Look at our satisfaction rate at the \u201c<a href=\"https:\/\/nusit.nus.edu.sg\/itcare\/about\/\">About<\/a>\u201d page!<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-578f94e0\" data-id=\"578f94e0\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-198c6412 elementor-widget elementor-widget-image\" data-id=\"198c6412\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1425\" height=\"1471\" src=\"https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2022\/11\/AI.png\" class=\"elementor-animation-grow attachment-full size-full wp-image-775\" alt=\"\" srcset=\"https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2022\/11\/AI.png 1425w, https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2022\/11\/AI-291x300.png 291w, https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2022\/11\/AI-992x1024.png 992w, https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2022\/11\/AI-768x793.png 768w\" sizes=\"(max-width: 1425px) 100vw, 1425px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fb4fb10 elementor-widget elementor-widget-text-editor\" data-id=\"fb4fb10\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-size: 11.0pt;line-height: 107%;font-family: 'Calibri',sans-serif\">Technologies:<\/span><span style=\"font-size: 11.0pt;line-height: 107%;font-family: 'Calibri',sans-serif\"> Modernised AI-assisted services across physical and virtual space. Heard of metaverse? It\u2019s coming soon\u2026\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-945c990 elementor-section-full_width elementor-section-stretched elementor-section-height-default elementor-section-height-default\" data-id=\"945c990\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;,&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-22ba061\" data-id=\"22ba061\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-96af18d elementor-widget elementor-widget-image\" data-id=\"96af18d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"301\" height=\"266\" src=\"https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2022\/11\/ALCA-No-BG.png\" class=\"attachment-large size-large wp-image-777\" alt=\"\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-66 elementor-top-column elementor-element elementor-element-09cced7\" data-id=\"09cced7\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-5d733ae elementor-widget elementor-widget-heading\" data-id=\"5d733ae\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">ALCA Chat and Voice. Our First AI Bot in the Campus!<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-041522a elementor-widget elementor-widget-text-editor\" data-id=\"041522a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>NUS IT introduced ALCA, our pioneering AI cognitive chatbot, back in 2018. Setting it apart from traditional rule-based chatbots, ALCA harnesses the power of natural language processing and machine learning to enhance response accuracy. With conversational AI capabilities, ALCA learns from its interactions, mirroring human-like interactions and facilitating seamless conversations. As it continues to engage with users, ALCA&#8217;s intelligence grows, leading to a remarkable success story. Explore further to witness ALCA&#8217;s <a href=\"https:\/\/nusit.nus.edu.sg\/itcare\/alca-story\/\" target=\"_blank\" rel=\"noopener\">achievements<\/a>.<\/p><p>In early 2022, ALCA reached his next stage of maturity where he interacts with our users via our IT Care hotline. ALCA stretches his capability on text &amp; speech modelling to respond to users via voice. This improvement allows ALCA to filter a good percentage of simple enquiries while allowing our service agents to focus on more difficult cases.<\/p><p>Through the implementation of ALCA, NUS IT has progressively enabled NUS departments to build their own chatbots. If you are seeing other one out there, likely it is built on the same AI engine as ALCA!<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-934c303 elementor-position-top elementor-widget elementor-widget-image-box\" data-id=\"934c303\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-image-box-wrapper\"><figure class=\"elementor-image-box-img\"><img loading=\"lazy\" decoding=\"async\" width=\"1380\" height=\"776\" src=\"https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2022\/11\/ALCA-1.png\" class=\"attachment-full size-full wp-image-785\" alt=\"\" srcset=\"https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2022\/11\/ALCA-1.png 1380w, https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2022\/11\/ALCA-1-300x169.png 300w, https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2022\/11\/ALCA-1-1024x576.png 1024w, https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2022\/11\/ALCA-1-768x432.png 768w\" sizes=\"(max-width: 1380px) 100vw, 1380px\" \/><\/figure><div class=\"elementor-image-box-content\"><p class=\"elementor-image-box-description\"><i>Improvement achieved through ALCA implementation<\/i><\/p><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-c477b3d elementor-section-full_width elementor-section-stretched elementor-section-height-default elementor-section-height-default\" data-id=\"c477b3d\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;,&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-66 elementor-top-column elementor-element elementor-element-e59fcec\" data-id=\"e59fcec\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-e9d03e9 elementor-widget elementor-widget-heading\" data-id=\"e9d03e9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">A.S.K. The ONLY IT Service Catalogue!<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3c39566 elementor-widget elementor-widget-text-editor\" data-id=\"3c39566\" data-element_type=\"widget\" data-e-type=\"widget\" id=\"link_edit3\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>If you use Grab, Shopee or Lazada, you should be familiar with online shopping. A.S.K. (Assist | Support | Know) serves in similar manner. Designed to be our primary digital touchpoint, A.S.K. offers a modern self-service to our today\u2019s digital workplace. It features<\/p><ul><li>Intelligent self-service that offers smarter, more powerful ways to resolve issues and make service requests quickly<\/li><li>Knowledge Management Services with over 1000 knowledge articles. This delivers compelling experiences to you by providing the right information for the best resolution<\/li><li>Consumer-like experience with a simple, familiar interface and a one-stop shop for products and services helps you get what you need<\/li><li>Omni-channel of choice delivers value-added experiences and knowledge management capabilities across channels so that you can find the information they need, when they you it<\/li><\/ul><p>Try accessing\u00a0<a href=\"https:\/\/ask.nus.edu.sg\/\" target=\"_blank\" rel=\"noopener\">A.S.K.<\/a>\u00a0today, and you can soon forget our IT hotline.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-c7a4180\" data-id=\"c7a4180\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-41ed748 elementor-widget elementor-widget-image\" data-id=\"41ed748\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1000\" height=\"600\" src=\"https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2025\/07\/ASK-logo-final.png\" class=\"attachment-large size-large wp-image-2133\" alt=\"\" srcset=\"https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2025\/07\/ASK-logo-final.png 1000w, https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2025\/07\/ASK-logo-final-300x180.png 300w, https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2025\/07\/ASK-logo-final-768x461.png 768w\" sizes=\"(max-width: 1000px) 100vw, 1000px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-deb3179 elementor-section-full_width elementor-section-stretched elementor-section-height-default elementor-section-height-default\" data-id=\"deb3179\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;,&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-49bebb0\" data-id=\"49bebb0\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-fab2f8b elementor-widget elementor-widget-image\" data-id=\"fab2f8b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"284\" height=\"121\" src=\"https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2022\/11\/76A75FAA.png\" class=\"attachment-full size-full wp-image-821\" alt=\"\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-66 elementor-top-column elementor-element elementor-element-a9b38d5\" data-id=\"a9b38d5\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-20cf92a elementor-widget elementor-widget-heading\" data-id=\"20cf92a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Digital Trainer. Trusted Instructor. <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ea1952c elementor-widget elementor-widget-text-editor\" data-id=\"ea1952c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Service Desks often face challenges brought by a higher attrition rate. That means new staff requires training. While conventional training is performed by dedicated trainer or seniors, such effort can become a huge resource investment as it become repetitive and time consuming.<\/p><p>Digital Trainer is a smart learning platform designed and built by our NUS interns and staff. This solution empowers a hybrid training strategy. Service agents can attend training in basic service and product information via Digital Trainer at flexible timing so that trainer can now spend time on reinforced training, difficult topics and agent learning assessment.<\/p><p>Powered by AI chatbot, speech modelling and behavioural tracking, our service agents and trainers enjoy a better learning and teaching experience. Tabulated results below illustrate this improvement.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4e8e553 elementor-widget elementor-widget-image\" data-id=\"4e8e553\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2022\/11\/DT-1024x576.png\" class=\"attachment-large size-large wp-image-786\" alt=\"\" srcset=\"https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2022\/11\/DT-1024x576.png 1024w, https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2022\/11\/DT-300x169.png 300w, https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2022\/11\/DT-768x432.png 768w, https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2022\/11\/DT.png 1380w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-b80573d elementor-section-full_width elementor-section-stretched elementor-section-height-default elementor-section-height-default\" data-id=\"b80573d\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;,&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-7f40bec\" data-id=\"7f40bec\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-274e5e5 elementor-widget elementor-widget-spacer\" data-id=\"274e5e5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-526e700 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"526e700\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-6fc4067\" data-id=\"6fc4067\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>The Best of Future for Customer Services \u201cThank you for taking time to browse this page. Regardless of you being a new user or returning one, we thank you sincerely for your continuous support and understanding.\u201d &#8211; From everyone at IT Care Digitalised. Empowered. Personalised. Digitalisation started at IT Care with ALCA Chat, ALCA Voice [&hellip;]<\/p>\n","protected":false},"author":7127,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-45","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Our Success - IT Care<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/nusit.nus.edu.sg\/itcare\/our-success\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Our Success - IT Care\" \/>\n<meta property=\"og:description\" content=\"The Best of Future for Customer Services \u201cThank you for taking time to browse this page. Regardless of you being a new user or returning one, we thank you sincerely for your continuous support and understanding.\u201d &#8211; From everyone at IT Care Digitalised. Empowered. Personalised. Digitalisation started at IT Care with ALCA Chat, ALCA Voice [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/nusit.nus.edu.sg\/itcare\/our-success\/\" \/>\n<meta property=\"og:site_name\" content=\"IT Care\" \/>\n<meta property=\"article:modified_time\" content=\"2025-07-06T07:49:13+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2022\/11\/Servers-988x1024.png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/nusit.nus.edu.sg\/itcare\/our-success\/\",\"url\":\"https:\/\/nusit.nus.edu.sg\/itcare\/our-success\/\",\"name\":\"Our Success - IT Care\",\"isPartOf\":{\"@id\":\"https:\/\/nusit.nus.edu.sg\/itcare\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/nusit.nus.edu.sg\/itcare\/our-success\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/nusit.nus.edu.sg\/itcare\/our-success\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2022\/11\/Servers-988x1024.png\",\"datePublished\":\"2022-06-17T09:17:52+00:00\",\"dateModified\":\"2025-07-06T07:49:13+00:00\",\"breadcrumb\":{\"@id\":\"https:\/\/nusit.nus.edu.sg\/itcare\/our-success\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/nusit.nus.edu.sg\/itcare\/our-success\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/nusit.nus.edu.sg\/itcare\/our-success\/#primaryimage\",\"url\":\"https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2022\/11\/Servers.png\",\"contentUrl\":\"https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2022\/11\/Servers.png\",\"width\":1422,\"height\":1474},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/nusit.nus.edu.sg\/itcare\/our-success\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/nusit.nus.edu.sg\/itcare\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Our Success\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/nusit.nus.edu.sg\/itcare\/#website\",\"url\":\"https:\/\/nusit.nus.edu.sg\/itcare\/\",\"name\":\"IT Care\",\"description\":\"NUS Information Technology\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/nusit.nus.edu.sg\/itcare\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Our Success - IT Care","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/nusit.nus.edu.sg\/itcare\/our-success\/","og_locale":"en_US","og_type":"article","og_title":"Our Success - IT Care","og_description":"The Best of Future for Customer Services \u201cThank you for taking time to browse this page. Regardless of you being a new user or returning one, we thank you sincerely for your continuous support and understanding.\u201d &#8211; From everyone at IT Care Digitalised. Empowered. Personalised. Digitalisation started at IT Care with ALCA Chat, ALCA Voice [&hellip;]","og_url":"https:\/\/nusit.nus.edu.sg\/itcare\/our-success\/","og_site_name":"IT Care","article_modified_time":"2025-07-06T07:49:13+00:00","og_image":[{"url":"https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2022\/11\/Servers-988x1024.png","type":"","width":"","height":""}],"twitter_card":"summary_large_image","twitter_misc":{"Est. reading time":"5 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/nusit.nus.edu.sg\/itcare\/our-success\/","url":"https:\/\/nusit.nus.edu.sg\/itcare\/our-success\/","name":"Our Success - IT Care","isPartOf":{"@id":"https:\/\/nusit.nus.edu.sg\/itcare\/#website"},"primaryImageOfPage":{"@id":"https:\/\/nusit.nus.edu.sg\/itcare\/our-success\/#primaryimage"},"image":{"@id":"https:\/\/nusit.nus.edu.sg\/itcare\/our-success\/#primaryimage"},"thumbnailUrl":"https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2022\/11\/Servers-988x1024.png","datePublished":"2022-06-17T09:17:52+00:00","dateModified":"2025-07-06T07:49:13+00:00","breadcrumb":{"@id":"https:\/\/nusit.nus.edu.sg\/itcare\/our-success\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/nusit.nus.edu.sg\/itcare\/our-success\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/nusit.nus.edu.sg\/itcare\/our-success\/#primaryimage","url":"https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2022\/11\/Servers.png","contentUrl":"https:\/\/nusit.nus.edu.sg\/itcare\/wp-content\/uploads\/sites\/8\/2022\/11\/Servers.png","width":1422,"height":1474},{"@type":"BreadcrumbList","@id":"https:\/\/nusit.nus.edu.sg\/itcare\/our-success\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/nusit.nus.edu.sg\/itcare\/"},{"@type":"ListItem","position":2,"name":"Our Success"}]},{"@type":"WebSite","@id":"https:\/\/nusit.nus.edu.sg\/itcare\/#website","url":"https:\/\/nusit.nus.edu.sg\/itcare\/","name":"IT Care","description":"NUS Information Technology","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/nusit.nus.edu.sg\/itcare\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"}]}},"_links":{"self":[{"href":"https:\/\/nusit.nus.edu.sg\/itcare\/wp-json\/wp\/v2\/pages\/45","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/nusit.nus.edu.sg\/itcare\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/nusit.nus.edu.sg\/itcare\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/nusit.nus.edu.sg\/itcare\/wp-json\/wp\/v2\/users\/7127"}],"replies":[{"embeddable":true,"href":"https:\/\/nusit.nus.edu.sg\/itcare\/wp-json\/wp\/v2\/comments?post=45"}],"version-history":[{"count":3,"href":"https:\/\/nusit.nus.edu.sg\/itcare\/wp-json\/wp\/v2\/pages\/45\/revisions"}],"predecessor-version":[{"id":2154,"href":"https:\/\/nusit.nus.edu.sg\/itcare\/wp-json\/wp\/v2\/pages\/45\/revisions\/2154"}],"wp:attachment":[{"href":"https:\/\/nusit.nus.edu.sg\/itcare\/wp-json\/wp\/v2\/media?parent=45"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}