Enhanced user query resolution with Microsoft Azure-based Chatbot for a Leading Australian University


About the Brand

A leading Public University with campuses across Australia and Internationally.This Australian University is ranked in the top two percent of universities worldwide by the Times Higher Education World University Rankings.

Business Challenges

  • There was a general lack of awareness among users about the features & functionalities of the newer technologies/systems being introduced in the organization because of digital transformation
  • The customer was dependent on its help desk employees for responding to user queries around these systems which was time consuming
  • To advance their digital transformation initiative, they required technology and user adoption to reduce support calls and introduce the usage of a self-learning chatbot

Business Needs

  • Required a strategic technology partner to develop a self-service chatbot for streamlining systems and processes for optimal utilization
  • Needed a technology solution to seamlessly integrate with the WHO BOT, ServiceNow Service Management Tool as well as the Public website

Solutioning proposed by Espire

Espire analysed the key business bottlenecks & developed an Azure-based Digital Assistant for efficient query resolution

  • Microsoft’s cloud based QnA Maker NLP service was used to create the knowledgebase (FAQs) on the top 5 pre-decided topics-
    • Microsoft 365 usage
    • Video Conference rooms
    • Room booking panels
    • Room Booker
  • The AI-infused conversational chatbot interacted with human users, who would be able to chat with it via Microsoft Teams and Web channels
  • It prompted users to ask questions and provided appropriate response based on the knowledgebase content available both on ServiceNow as well as the Public website
  • The bot was trained to raise service tickets on ServiceNow and fallback to a default response if the user query/input is not understood.

Business Benefits

  • AI-powered chatbot with pre-built knowledge base improved issue resolution and promote self-service and self-learning
  • Automated manual tasks & Optimized business processes
  • Round-the-clock access across multiple channels for efficient user query resolution
  • Logs unresolved tickets for service management automatically
  • Centralized and faster access to Organizational data (People lookups, Service Now\Public website searches)
  • Reduced the cost of operations

Tools & Technologies

  • Microsoft Azure Bot Framework
  • Azure Active Directory, Application Insights, Storage Service
  • ServiceNow
  • Public Website (SOLR search)
  • Microsoft Teams
  • C++
  • LUIS, QnAMaker


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