We’re developing a new, enterprise-grade live chat and 24/7 chatbot solution for SJSU. With live chat, conversations will be able to transfer between departments without losing information. Folks using online chat to get help will no longer need to re-explain their problem or retell their story every time a new department needs to be brought in. This is a huge win for customer service and completely eliminates one of the most frustrating things about trying to get help online. The 24/7 chatbot will be able to gather information and provide solutions for many common problems and requests live help when it can’t. By handling the little stuff, the chatbot will free up departments to work on the big stuff. We’ll start rolling it out Spring 2021.
Providing good support and excelling at customer service is a foundation of SJSU IT’s long-term strategy. In IT, we have to continually build trust, not only that the new tools and new resources we implement work, but that we’re there to help you when they don’t. That trust builds and extends into our relationships as we work across campus to digitize and automate processes, find more efficient ways to use technology, and partner with other departments on new initiatives.
I want to thank Ravi Pisupati and Sree Gandikota for their help getting this ready for campus.
Vice President of Information Technology
and CIO at San Jose State University