These topics include tuition fee, application procedure, admission requirements as well as more practical topics such a housing information and registering at the municipality. The chatbot currently covers all the knowledge base answers used by SSC agents which can be answered in a conversational manner. What can the chatbot chat about the whole day long The other one is something more elaborated we talk about in another post. One of them is a conversational interface aka chatbot, which has the intent of reducing the number of emails sent to the SSC. Currently, there are two other solutions being developed to help the SSC. However, due to the complexity this idea was discarded after more in depth research. Initially, an automated reply system was envisioned using fancy machine learning techniques. The project started with the intent to help SSE to efficiently handle requests from (prospective) students. But it took a while until a solution could be found. Student satisfaction surveys indicated that students would like a more conversational approach and have no problems talking to machines. Support from survey results stay results until you do something about them With this in mind we started a project called Eugene to first build a proof of concept and in a second phase a pilot which we put into out there to test on users. This is the source for all student assistants working for the Student Service Centre. It contains questions and answers to the 100 most commonly asked questions. This is where the knowledge base comes in. And what is also important to know is that 90% of the questions asked are repetitive. When emails are send outside of office hours they are not dealt with for more than 10 hours depending on the time zone the sender is situated. More emails means more student assistants are necessary to answer them timely. What's the problem, Eugene?Ī problem arises when one increases the amount of requests steadily over years. Some other incoming emails are forwarded to other departments or faculty employees who answer them. A student reads an email, looks up the answer from a spreadsheet (or knowledge base) and copy/pasts it into the body of the reply message. The workflow is relative simple: Incoming requests are dealt with one by one. This is done by students working for the call centre of the SSC. And even more time to read through and properly. An inbox of 1.5 million emails takes you some time to sort out.
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