NUS_IT_Report_Card_2024

NUS IT Report Card 2024 Hitting the High Notes in Perfect Harmony

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This project leverages advanced Generative AI technology to significantly enhance the accuracy of the responses, and the user experience provided by the NUS IT Care Chatbot. By integrating intelligent search capabilities through Watson Discovery, the chatbot delivers more precise and relevant responses, ensuring users can easily access all necessary knowledge articles to get the answer they need. This integration streamlines the support process, making it more efficient and user-friendly, ultimately resulting in a highly satisfactory experience for all users. The project was recognised as an award-winning solution at the International Customer Experience Awards (iCXA) 2022 for its transformative impact on user experience, productivity, and cost efficiency in IT support. It showcases the power of Generative AI to provide highly accurate solutions and substantial economic benefits.

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This enhancement project has resulted in a remarkable 606 hours of productivity gain for users, a potential cost avoidance of $65,448 in IT support, and an impressive accuracy rate exceeding 85% for all IT inquiries in 2024!