Background

Zhejiang Youwu Information Technology has developed an advanced platform, the Digital Operation Service Management (DOSM), tailored for educational IT service management. This platform, leveraging big data and artificial intelligence, is designed to support schools during their digital transformation. It incorporates the “Wisebot,” a smart dialogue GPT that enhances the automation and intelligence of campus auxiliary tools.

Challenges:

  • Lack of Efficient Self-Service Tools: Before the integration of Wisebot, users (including teachers and administrative staff) experienced difficulties in addressing common IT issues independently, leading to an increased workload on IT support staff.
  • Inefficient Communication Channels: The process of handling IT service requests through traditional channels was cumbersome and slow, impeding the prompt resolution of issues and impacting the overall educational process.
  • Limited Visibility and Control Over IT Services: There was a lack of real-time data and insights into the IT service management processes, making it challenging to manage and optimise the quality and efficiency of IT services.

Results:

  • Enhanced Self-Service Capabilities: Wisebot uses natural language processing to enable users to resolve common IT issues autonomously, significantly reducing the burden on IT support staff.
  • Streamlined Communication: Integration with WeChat allows users to submit, query, and resolve IT tickets easily, enhancing user experience and operational simplicity.
  • Improved Service Management Visibility: The platform features large visualisation screens that provide real-time monitoring of service metrics, allowing management to have a comprehensive view of service risks, quality, efficiency, and levels, thereby enhancing decision-making capabilities.
  • Increased IT Efficiency and User Satisfaction: By providing high-quality, standardised IT services and reducing the resolution time for issues, the platform not only improves IT efficiency but also boosts user satisfaction among educators and administrative staff.