AI-powered chatbots automate IT help at Dartmouth

Dartmouth began working with Aisera, a Palo Alto, California, software company, at the onset of the COVID-19 pandemic to develop a solution that would enable the school’s IT service desk to keep up with an influx of requests it received as a result of students and faculty working and learning remotely. The current solution, launched last fall, uses natural-language processing to extract answers from a data set consisting of Dartmouth’s policies and procedures, as well as previous IT service use-cases.