Service Description
The virtual assistant has adopted open-sourced software Mycroft to provide web chat function and response displayed on departments/offices’ website. It aims to address enquiries from staff and students and point to information on user guides and web page links on topics & services on a 7 x 24 basis.
Based on chat history with staff and students, the virtual assistant will continue to expand the knowledge base to improve contextual sensitive response for enhancing its usability and readability over time.
Eligible service requestor
Departments, Staff
Access to the service
N/A
Training & resources
N/A
Service level
All user requests are classified as level 1 to 3 depending on their impact and urgency.
- Level 1 – User Request Resolution Time: 1 day
- Level 2 – User Request Resolution Time: 3 days
- Level 3 – User Request Resolution Time: 5 days
