Smart Systems, Cool Experiences
About
NUS IT is dedicated to providing quality IT helpdesk and engineering services to the NUS community. The NUS IT Care Voice Bot was launched in April 2022 with voice recognition capability and natural language understanding. It serves as the first touchpoint whenever a user contacts IT Care via phone. With domain training provided to the voice bot, the voice bot can confidently provide answers to general enquiries based on frequently asked questions. The voice bot can also transfer users to the live agent for assistance on more complex queries if necessary.
Project Features
Provides enquiry support 24x7 for common services (e.g. Password & Account, Smart Card and VPN)
Seamless transfers to IT Care agent
Sends SMS to user’s mobile phone if necessary
Since the launch of NUS IT Care Voice Bot
Within 6 months
Tickets avoided
0
tickets cost savings
> $
0
Comparing 2021 and 2022 Overall
Decrease of
phone call volume
0
%
with Oct being lowest with
reduction
0
%
Decrease of
abandoned rate
0
%
with Oct being lowest with
reduction
0
%
