CityUHK Launches “Rachel”: AI-Powered Hotline Agent for Enhanced IT Service Desk Support

In an era where artificial intelligence (AI) is increasingly transforming industries, the Computing Services Centre (CSC) has taken a bold step forward with the introduction of “Rachel”. This innovative AI-powered hotline agent is designed to elevate the IT Service Desk support experience, marking a significant milestone as the first AI hotline agent implemented in higher education in Hong Kong.

 
Rachel stands out from traditional AI agents by engaging users in dynamic dialogue rather than providing mere, straightforward answers based solely on pre-trained knowledge. This conversational approach ensures comprehensive responses and fosters more engaging interactions. By intelligently analysing user enquiries, Rachel employs an attentive dialogue style, ensuring that every concern is thoroughly understood and addressed.

Currently, Rachel operates during non-office hours, focusing on two of the most frequently asked topics: password resets and multi-factor authentication (MFA) enquiries. These areas were strategically chosen due to their high volume of requests, aiming to provide immediate support when it is needed most.

For complex queries beyond Rachel’s current capabilities, users can ask her to leave a voice message for our IT staff, who will promptly follow up during regular office hours. This feature not only enhances user satisfaction but also ensures that all enquiries are acknowledged and addressed in a timely manner.

Looking ahead, the CSC is committed to expanding Rachel's capabilities. The plan includes enhancing her functions to cover a broader range of IT topics, with the goal of providing round-the-clock support in the near future. This evolution reflects the university’s dedication to continually improving support services and maintaining its leadership in technological innovation.

The CSC is not only advancing its own capabilities but also encouraging other departments within the university to explore the potential of AI technology for better service delivery and operational efficiency. By fostering a culture of innovation, the university aims to leverage AI across various functions, enhancing overall service quality and user experience.

Departments interested in learning more about Rachel or exploring AI opportunities can reach out to the CSC at 3442 8340 or email IT.ServiceDesk@cityu.edu.hk.

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