TLDR: The University of New South Wales (UNSW) has launched ‘Scout’, an AI-powered chatbot developed using Microsoft Copilot Studio, to significantly enhance student support services. This innovative agent provides 24/7 assistance on a wide range of topics, from academic queries to well-being, freeing up student time and university resources. The initiative highlights UNSW’s commitment to leveraging advanced AI for an improved student experience.
The University of New South Wales (UNSW) has taken a significant leap in student support by implementing an advanced AI agent named ‘Scout’, developed in-house using Microsoft Copilot Studio. This initiative, highlighted in a recent customer story, aims to transform the student experience by providing comprehensive, round-the-clock assistance.
‘Scout’ serves as a single point-of-contact for students, offering quick and reliable answers to a diverse array of enquiries related to student life, learning, and well-being. By drawing on trusted University data sources and referencing UNSW’s policies and principles, the AI assistant ensures accuracy and relevance in its responses. This includes guidance on events, activities, financial concerns, health matters, and academic support.
One of the key drivers for this implementation was the increasing demand for ‘just-in-time’ support, as education has become a 24/7 endeavor. Student servicing teams were often overloaded, and ‘Scout’ addresses this by providing immediate assistance, allowing students to focus more on their education. Data from a pilot program revealed that approximately 50-60% of student interactions with ‘Scout’ occurred after traditional Monday to Friday, 9-to-5 hours, demonstrating its critical role in catering to diverse student lifestyles.
The development of ‘Scout’ leveraged Microsoft Copilot Studio’s low-code system, emphasizing user experience as a core design principle. While currently focused on course-based and general academic support, UNSW envisions ‘Scout’ evolving into a multi-agent system or a ‘concierge’ service, capable of addressing any student question, including those related to mental well-being and fostering a sense of belonging within the university community.
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Privacy and security have been paramount in the deployment. UNSW’s implementation ensures that all conversations with Copilot Chat using UNSW credentials are confidential, anonymized, and neither stored nor used for AI training purposes. User prompts and responses are not retained, safeguarding sensitive information, data, and intellectual property from Microsoft.
