The Challenges

Singapore University of Social Sciences (SUSS) faced a significant challenge with its existing Q&A chatbot system. The traditional rules based approach limited its capability to serve both internal and external users effectively. While primarily catering to external users, the bot struggled to provide intelligent responses beyond its predetermined domain. Consequently, SUSS experienced a surge in manual handling of queries, leading to inefficiencies and potential user dissatisfaction. To align with SUSS’s digitalization roadmap and improve user experience, a more intelligent and adaptable solution was imperative.

The Solution

TeBS meticulously designed Co-Pilot Studio to address SUSS’s evolving needs and challenges. Leveraging state-of-the-art generative AI algorithms, the chatbot underwent extensive training to understand and interpret user queries accurately. Unlike the previous rule-based system,
Co-Pilot Studio was equipped to handle a broader spectrum of inquiries, transcending predefined boundaries. Through continuous learning and adaptation, the chatbot evolved to deliver personalized responses tailored to each user’s context and preferences. Additionally, Co-Pilot Studio incorporated advanced natural language processing (NLP) capabilities, enabling seamless communication and understanding of user intents, nuances, and language variations. This holistic approach ensured an immersive and engaging user experience while optimizing
operational efficiency for SUSS.

Outcome

The implementation of Co-Pilot Studio yielded tangible benefits for SUSS, revolutionizing its digital interaction landscape and streamlining processes:

• Reduced Manual Enquiries: Co-Pilot Studio effectively addressed queries beyond the confines of the existing database, significantly minimizing the need for manual intervention by SUSS agents. This resulted in substantial time and resource savings, allowing staff to focus on higher-value tasks and strategic initiatives.
• Generative AI Implementation: By harnessing the power of generative AI, Co-Pilot Studio delivered more intelligent and accurate responses, enhancing user satisfaction and trust in the chatbot’s capabilities. The integration of advanced AI technologies empowered
  SUSS to stay ahead of the curve in digital innovation and deliver unparalleled user experiences

Impact

The implementation of Co-Pilot Studio by TeBS yielded far-reaching benefits for SUSS, encompassing operational efficiency, user satisfaction, and strategic advancement:

• Operational Efficiency: Co-Pilot Studio’s automation capabilities significantly reduced the burden of manual query handling, enabling SUSS to reallocate resources to strategic initiatives and value-added tasks. The chatbot’s ability to handle complex inquiries autonomously minimized response times and enhanced overall service efficiency, resulting in cost savings and operational optimization.
• Enhanced User Satisfaction: Co-Pilot Studio’s intelligent and personalized assistance transformed the user experience, fostering greater satisfaction, trust, and engagement among SUSS’s stakeholders. The chatbot’s ability to deliver accurate and relevant information in real-time empowered users to access resources effortlessly, leading to increased productivity and positive brand perception.
• Strategic Advancement: By embracing generative AI technology, SUSS positioned itself at the forefront of digital innovation, setting a new standard for educational institutions. The successful implementation of Co-Pilot Studio not only addressed immediate operational challenges but also laid the foundation for future advancements in AI-driven educational services and digital transformation initiatives