Many universities have, or are facing, the task of providing high quality essential customer services with fewer financial and human resources. The growing diversity of students, their needs and proficiencies, along with the increasing variety of university program offerings, make providing customized, ondemand, automated solutions crucial to…

Universities are increasingly looking into self-service systems with intelligent digital agents to supplement or replace labor-intensive services, such as academic counseling. The Open University of Hong Kong has developed an intelligent online system that instantly responds to enquiries about career development, learning modes, program/course…