Arvato CRM Solutions helps University of Münster develop first service chatbot
Gütersloh / Münster – Project team at the University of Münster, one of the leading universities in Germany, have been busy developing ‘PAMBOT’, the university’s first service chatbot, aimed at making students’ lives easier. PAMBOT, to be launched on 31st August, will initially provide students with a comfortable way of accessing exam information such as the date, time and location of the exam.
The chatbot has been developed by a team of five students during a five-month project seminar, supported by our own industry experts from Arvato CRM. The chatbot utilizes natural language understanding from IBM Watson and is embedded on the faculty of business science’s website.
PAMBOT will be available to over 6,000 students and research assistants studying at the business science faculty, and will answer basic questions about 376 exams and seminars, including:
- Where, when and how long does my exam take place?
- What do I need to finish besides the written examination?
- How many exams do I have in business administration in the 6th semester?
- What type of exam do I have for ‘corporate finance II’, is it exam or seminar?
Further questions and answers will be developed based on feedback from students and faculty members. If it works, the chatbot could be further developed and potentially be made available to the entire University of Münster, Germany’s 6th largest university with 45,000 students and research assistants.
Jiaqing Zhong, Senior Manager Strategy Execution, Arvato CRM, said: “Chatbots assist people daily with everything from ordering pizza to dealing with customer service issues. So, it’s no surprise that universities are embracing artificial intelligence to improve services for their most important customers: students. It’s great to see that the students from our seminar took the initiative to develop PAMBOT provided by our customer service experts.”
Prof. Dr. Dr. h.c. Dr. h.c. Joerg Becker, head of Department of Information Systems at the University of Münster, said: “The University of Münster has a strong tradition of collaborating with business partners and working on practice-oriented projects. Combining theoretical knowledge from the university degrees with state-of the art technology and business insights, the students have created an important innovation that will ultimately make their lives easier.”
Karsten Kraume, Chief Strategy Office of Arvato CRM Solutions continues: “The project is part of Arvato CRM’s on-going collaboration with the University of Münster through our Omni-Channel Lab (https://omni-channel.ercis.org/ercis-omni-channel-lab) at the European Research Center for Information Systems (ERCIS). Besides research in the field of technology-driven customer service a key aspect of the partnership is active teaching as part of the University’s Bachelor and Master programs, allowing students to learn about the latest trends in customer service and using agile methods in developing solutions that improve how consumers interact with brands and organizations."