NUS IT Report Card 2023

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T NUSChat has revolutionised the way our staff work, allowing them to leverage ChatGPT’s abilities in their work for smoother and more efficient tasks. It empowers staff to engage in more intelligent conversations by facilitating inquiries on NUS-specific topics, particularly those pertaining to IT, Human Resources and Procurement policies. More importantly, users can reap these advantages without compromising the security of sensitive information in the public domain, ensuring a confidential and reliable platform for work-related interactions.

Since its recent rollout in end July, the tool has been widely adopted by the NUS staff community with a n average of 7,000 queries per month. Being one of the first generative AI applications rolled out in NUS, NUSChat marks a significant milestone in the advancement of AI capabilities at NUS, bringing to life our vision of “AI volution”. We look forward to a broader AI adoption driving innovation and operational efficiency across the University!

Empowering Delightful Customer Interactions via the Anywhere Service Desk NUS IT embarked on a transformative initiative to enhance our IT support services and elevate the user experience using innovative technology solutions. We achieved this by using the AWS Connect Contact Centre service, a game-changer with unparalleled flexibility, scalability, and security. Powered by AI, this solution enabled sentiment analysis and AI-driven voice bots, reinforcing customer service and knowledge domains. As a testament to its effectiveness, this initiative has been recognised at the

Chat a bIT

Minute Mate and PDFAide Besides NUSChat, we have also introduced two other AI tools. One of them is “Minute Mate” which can effortlessly generate meeting minutes from transcripts, including discussion points and action items. This is definitely a turning point for efficient documentation and follow-up, making the job of a meeting secretary much easier! Another AI Digital Enablement tool is the “PDFAide”. This tool lets you chat with your PDF documents, extract information, and navigate complex content using natural language. You can actually upload and ask any question within a PDF!

International Customer Experience Award 2023 (iCXA’23) . Users now enjoy faster issue

resolution with the 24x7 IT support and enhanced user experience as the AI voice bot can provide personalised responses with high accuracy. Since its launch, NUS has achieved above $200K in cost avoidance and 11% (200 hours) annual productivity gain for IT support staff.