Launched in April 2024, the AskEdHelp chatbot service is an innovative university wide service developed by EDINA that integrates AI technology with the University of Edinburgh's existing call management system for answering queries about the Library, IT Support, Student Finance and Student Administration.
Enhancing the student experience & ensuring privacy
Powered by Open AI, the AskEdHelp chatbot ensures a seamless and efficient self-service experience by using advanced generative artificial intelligence technology. The chatbot aims to enhance both staff and critically,the student user experience and streamlines the operational overhead involved in responding to routine quotidian queries, thus allowing support staff to concentrate on more complex and involved queries. It is estimated that it will be able to deflect at least 20% of the more mainstream Helpdesk queries.
With a keen focus on data privacy and security, AskEdHelp operates under a negotiated ‘zero data -retention' agreement with 3rd party suppliers, ensuring the confidentiality of all user interactions. Additionally, the chatbot aligns with the University's student wellbeing guidelines, providing users with a personalised and supportive experience whilst delegating any safeguarding concerns immediately to a human operator.
The future roadmap also looks promising for this innovative solution as there are plans for its’ expansion into course selection, admissions, and other student and staff needs.
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