UoM Journey to Student Self Solve

UoM is undertaking a multi year program to transform student support and experience. A key factor is increasing the capability for students to Self Solve for straight forward cases and focus staff assistance on the higher value cases.
We discuss our journey and how this has been affected by the rise in AI driven capability. Aspects covered include:
•    Identifying, classifying and prioritising use cases and topics of student enquiry
•    Evaluating and matching technical capabilities (e.g. FAQs through AI “action agents”) to assist with use cases
•    Ensuring a “seamless” UX for students to optimise their experience as they engage with different needs through their lifecycle
•    The development of an operating model that supports continual evaluation and improvement of the student (and staff) experience and the ability to leverage new technology options as they become available