Dartmouth Employs AI Virtual Assistant to Support Students and Faculty
Dartmouth College has deployed an artificial intelligence solution from Aisera to enhance communication with students and faculty during COVID-19. The virtual assistant, dubbed the Dart InfoBot, can answer support requests in natural language either via Slack or on the institution's client services portal.
Aisera's AI Service Desk automates answers to common support questions, providing a user experience that's designed to be personalized, context-aware and conversational, according to the company. Using the self-service technology with its user base of 10,000 faculty and students, Dartmouth was able to improve auto-resolution of support requests by more than 60 percent, with a mean time to resolve of just 50 seconds.
"At Dartmouth, we wanted our faculty and students to have immediate answers to their information and technology questions online, especially during COVID," commented Dartmouth CIO Mitch Davis. "Aisera helps us achieve our goals to innovate and deliver an AI-driven conversational service experience throughout our institution. Faculty, staff and especially students are able to self-serve their technology information using language that makes sense to them. Now our service desk is free to provide real value to our clients by consulting with them and building relationships across our campus."
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Rhea Kelly is editor in chief for Campus Technology, THE Journal, and Spaces4Learning. She can be reached at [email protected].