Seton Hall Adds AI-Powered Chat to Tech Support Services

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Hands typing on a laptop

As part of Seton Hall’s ongoing commitment to providing best-in-class technology support,
the Department of Information Technology is pleased to announce the launch of its
new Pirate Bot, an AI-powered chatbot designed to provide answers to commonly asked
technology questions. This recent deployment complements existing chatbots for Advising, Admissions, Financial Aid and Registration, enhancing the University’s comprehensive support services.

The Technology Pirate Bot leverages machine learning to continuously build its knowledge
base through each interaction. Thanks to Seton Hall community members who tested the
chatbot during a soft launch phase, the Pirate Bot is now well-equipped to answer
questions related to the technology resources and services offered at the University,
such as how to install or request software, submit assignments on Canvas, or access
the Adobe Creative Cloud. While the bot can’t assist with issues related to the specifics
of your Seton Hall account, it will connect you to a live IT agent who can. 

“The Technology Pirate Bot is transforming digital interactions by providing support
that is not only timely but also tailored to a user’s real-time needs,” explains John
Fernandes, director of PC Support Services. “Operating around the clock, the chatbot
significantly streamlines user experiences, making information and support readily
accessible. Together with existing 24/7 access to live IT agents, the addition of
our AI-powered chatbot ensures users receive the support they need when they need
it.”

We invite the Seton Hall community to start chatting with the Technology Pirate Bot
by clicking on the chat widget found on the lower right corner of every technology webpage. Please keep in mind that the chatbot is still in its learning phase, so we encourage
you to ask questions to help it improve its capabilities. In cases where the Pirate
Bot is unable to provide an answer, you will be directed to alternative methods of
support, including live chat with an IT agent, phone and email support, and the option
to submit a support ticket.

Fernandes emphasizes, “Overall, the Technology Pirate Bot will deliver prompt and
effective IT support services, ultimately improving the user experience and engagement
within the Seton Hall community.”

Categories:
Science and Technology

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