- NTU upgraded Lyon Bot with Generative AI in partnership with CloudMile, improving accuracy and response speed.
- The new AI system saves 14.5 workdays monthly, allowing staff to focus on higher-value tasks.
- A hybrid chatbot model balances GenAI for complex queries with intent-based responses for specific scenarios.
Nanyang Technological University, Singapore (NTU Singapore), has partnered with leading AI provider CloudMile to enhance its student virtual assistant, Lyon Bot, by integrating Generative AI technology. This strategic collaboration marks a significant leap in digital transformation within higher education.
Originally launched in 2020, Lyon Bot was designed to assist nearly 6,000 incoming students during enrollment, reducing the administrative workload on university staff. Initially built on Google Dialogflow Essentials, the system encountered limitations in adapting to dynamic student queries and required extensive manual data tagging and updates.
With CloudMile’s expertise, NTU has now transitioned to a Generative AI-powered chatbot framework, significantly advancing Lyon Bot’s capabilities. By incorporating Google’s Gemini large language model (LLM), the upgraded assistant delivers more accurate and faster responses to frequently asked student questions, particularly in areas like accommodation.
Alvin Ong, Chief Information Officer at NTU, noted, “With the new AI-powered chatbot, we are currently saving around 14.5 days’ worth of work every month. This allows our staff to focus on tasks that require human insight and creativity”.
The new system employs multi-layered AI processes, including query understanding, demand classification, and real-time answer generation from centrally managed databases. This evolution has drastically improved conversational accuracy, reduced error rates, and enhanced user engagement.
Ng Kee Haur, Deputy Director, Enterprise IT at NTU, explained, “We are transitioning from an intent-based NLP chatbot to a GenAI chatbot for student housing inquiries. While GenAI can manage complex, unstructured queries, we retain the intent-based system for specific use cases. This hybrid approach balances efficiency and precision”.
CloudMile’s involvement encompassed consulting, system integration, and tailored solutions to meet NTU’s needs. The collaboration underscores CloudMile’s expertise in Generative AI application and data governance, as well as its ability to deliver complex international tech solutions.
Jeremy Heng, Managing Director, Southeast Asia at CloudMile, added, “The transformation of Lyon Bot is a testament to our commitment to enhancing human-computer interaction through AI. We’re proud to support institutions in driving innovation through AI”.
