Answer the questions of students and future students of an university day and night

What was done

According to the case study published by Intercom at the end of the year, LSBU students' requests (more than 15,000 students from more than 130 countries) came mostly by e-mail and telephone at office hours, creating a stock of questions on hold every morning. The "Ask LSBU" assistant was connected to Salesforce Service Cloud to build on existing knowledge articles and comply with the rules for creating folders, with advisors continuing to work in their usual tool. It responds on the public website to future students and on the library pages to registered students. The teams first reviewed the content: for example, short courses with identical titles prevented the assistant from distinguishing them, until the information was provided in structured form.Nearly 1,500 test questions were asked and compared to the answer that an advisor would have given. According to the source, the assistant solved 87% of chat's conversations in which he participated during his first month.

Before you start

Tool cited by the source: Fin (Intercom). Gather the information the prompt asks for. Strip confidential data that is not needed and check your tool’s access terms. Features and plans can change.

The method, in three steps.

1. 01

   Gather the context

   Gather the information described in the prompt.

2. 02

   Adapt the prompt

   Copy the prompt below, replace the bracketed items, then paste it into the AI assistant you use. The cited tool (Fin (Intercom)) is not necessarily available to the public..

3. 03

   Reread before using

   Reread the result, correct it if needed and keep the final decision. Caveats are detailed below.

Your starting point.

Replace the bracketed items, then adapt the proposal to your situation. This prompt is written by the iadujour desk It is not a quotation from the source.

We will test a
Here are our reference pages and articles:

1. Writes 60 realistic test questions, broken down by theme, including 10 traps (ambiguous, off-topic issues, or pages with related titles).
2. For each, indicate the expected answer and the page that justifies it.
3. Find in our content duplicates, contradictions or holes that may produce a bad answer.

What deserves your attention