Project Abstract

Amidst the rapidly evolving digital education landscape, the imperative for efficient and immediate IT support at Swansea University has led to the pioneering development of an AI-driven chatbot. This initiative, motivated by the need to address the growing complexity of IT queries and the limitations of traditional support hours, aims to significantly improve the availability and quality of IT support services. The project stands out for its integration of advanced Natural Language Processing (NLP) and machine learning technologies, utilizing Python and renowned libraries such as NLTK, spaCy, TensorFlow, and PyTorch, coupled with BERT and GPT models for nuanced language understanding. The methodology revolves around iterative development and a user-centric design, prioritizing adaptability and user feedback to refine the chatbot’s capabilities continuously. Expected outcomes include a transformative enhancement in IT support efficiency and user satisfaction, marked by a reduction in response times and an elevated capacity to manage diverse IT inquiries. By successfully implementing this chatbot, the project not only anticipates setting a new benchmark for digital support in educational settings but also contributes to the broader discourse on leveraging AI to meet complex support needs. This endeavor encapsulates the potential of AI-driven solutions to redefine educational support systems, aiming to offer insights into automated yet user-focused service delivery.

Keywords: Machine Learning, Text Analysis, AI, HCI

 Conference Details

Session: Presentation Stream 8 at Presentation Slot 1

Location: GH037 at Tuesday 7th 13:30 – 17:00

Markers: Galileo Sator (GTA), Ulrich Berger

Course: MSc Computer Science, Masters PG

Future Plans: I’m looking for work