Chatbots based on artificial intelligence/machine learning implementation in the University of Swinburne that will benefit the students and the university
1. Executive Summary:
1.1 Overview
The project is a proposal which states that chatbots can help the University of Swinburne to respond to regular activities. Two Chatbots for the informational support of students and staff are recommended to be developed and implemented. However, this proposed project guides the university to include other areas or functions. The project has evaluated different options and has chosen suitable for implementation.
1.2 Options Appraisal
The two options are given for consideration. The first option is to develop the Chatbots internally by hiring a new IT development team. The second option is to consult a third-party consultant to develop and implement Chatbots. Considering the benefits, risks, and costs involved in both options, the second option is viable and effective on a long-term basis.
1.3 Costs and Benefits
The costs of this chosen option are high, but not comparatively. The benefits are also there, as well. The University of Swinburne would be going to implement automation and innovation, which is dynamic. The university would get maximum benefits from the chosen option, with the highest costs associated with it as well.
2. Introduction:
Technology has made itself crucial for every aspect of our life. Today, companies are detecting fraud by using computer programs, and apps are used for riding a bus or car. The inclusion of technology has provided opportunities to automate nearly any activity. The Gartner Hype Cycle has highlighted the 29 emerging technologies. Among these emerging technologies, artificial intelligence is becoming a prominent place. The technology has superhuman capabilities as it may improve customer experiences. It is also included in the Gartner Hype Cycle for 2019 (See image below). Artificial Intelligence is also one of the emerging technologies that are considered to become the next big thing. Companies are now investing millions in researching ways in which artificial intelligence can be utilized in their processes (Panetta, 2019). Chatbots are computer programs that are designed to hold conversations with the users in natural language (Shawar and Atwell, 2007). Some are given human identities as well in order to make the conversation more natural. In recent years, Chatbots have become increasingly common, ranging from twitter bots to ones with complex counseling services. As per a study conducted in 2016 (Tsvetkova et al., ; Díaz et al., 2018) less than half of the interactions made online between the years of 2007 and 2015 were through Chabot. The learning and teaching discipline allows several opportunities for the use of Artificial Intelligence via Chatbots to automate certain processes. Artificial Intelligence technology via Chatbots can aid in supporting the staff of the educational institute and the students in providing support services, as it did for the University of Canberra (Sawers, 2019). This project is for the proposed introduction of chatbots based on artificial intelligence at the University of Swinburne, Australia. The university does not have any automated AI service or Chatbots to support its staff or students. The use of chatbots should go beyond regular tasks, and it should include various functions carried out in the university.
Source: https://www.gartner.com/smarterwithgartner/5-trends-appear-on-the-gartner-hype-cycle-for-emerging-technologies-2019/
Project Name: Chatbots implementation at the University of Swinburne that will benefit the students and the university staff
Project Sponsor: The University of Swinburne
Project Manager: Designated by the university
2.1 Background:
Chatbots, based on artificial intelligence, are growing in importance because of their effectiveness. Businesses and corporations are moving towards artificial intelligence, and chatbots are providing them opportunities to implement artificial intelligence in their operations and processes. Universities also feel the need to apply and to develop artificial intelligence into their system through the introduction of chatbots. The University of Swinburne is thus also recommended to use Chatbots for the automation of their mundane and repetitive tasks. This paper aims to build a case for the implementation of chatbots for the university based on its current strategic focus on technology.
2.2 Problem Statement:
Universities are embracing the reality of the importance of artificial intelligence, and they are adopting ways to introduce technology in their processes (Stefan and Ker, 2017). It is a routine observation that students ask regular and common questions from the university management, and it costs universities very much. Moreover, the staff of any university has also to carry out similar and everyday tasks daily. It is costly for the university to allocate resources for these activities, which are now possible to do with artificial intelligence (Microsoft, 2017). The university has Expert Consultant Anthony Bosisto who has the experience of using AI for automating mundane tasks (Swinburne Online, 2019). The experience and knowledge of the Consultant can be utilized for the purpose of the internal development of the bot or the selection of vendor for its development. Therefore, the proposal should fulfill its needs for using chatbots based on artificial intelligence to offer information on dues, enrollment, fee collection services, and disciplinary activities for students and staff among others.
2.3 Strategic Project Objectives:
The project has the strategic objective of proposing the University of Swinburne to develop internally or consult a vendor for implementing Chatbots. The case would offer how the University can invest in emergent technology. It would also work on the outcome of the investment after a certain period. These strategic objectives would have a long-reaching impact on the university, which is already taking initiatives to implement chatbots and artificial intelligence.
2.4 Project Objectives:
This particular project has objectives coming up with the case analysis of chatbots to be applied to the University of Swinburne. It would also serve the aim of letting the university how and when the investment pays it back.
3. Options Analysis:
The proposed project has two options for the implementation of chatbots based on artificial intelligence at the University of Swinburne. There are two options in the following, which are for the application in the university setting.
Option 1: Develop and Implement Chatbots Internally
Option 2: Consulting Third-Party Vendors for Development of Chatbots and its implementation
3.1 Preferred Option:
These options and their comparison are helpful in the tabular form so that the university can reach the preference. In these options, the proposed alternative is option number two. The preferred choice is to consult third party vendors for the development of Chatbots and its implementation. It also includes finding new areas for implementation for chatbots.
| Option 1: Develop and Implement Chatbots Internally
|
Option 2: Consulting Third-Party Vendors for Development of Chatbots and its implementation | |
| Benefits | · Knowledge and Experience Development
· 24 Hours service available from IT Team · Better customized as there is a better understanding of the corporate culture |
· Lowered operational costs
· Cut Down on Labor Expense · Cost-effective 24 hours availability · Better Resource Allocation · Greater Revenue · Time-Saving · Limited Risk |
| Disadvantages | · High Costs of Development
· High Labor Costs · High operational costs |
· Less Control
· Less Availability of service by the third party · Lack of understanding of corporate culture · No knowledge development |
| Timescales | · 80 hours for recruitment of team
· 160 to 192 hours for development of business logic from scratch · 120-160 hours for the development of natural language interface · 80-160 hours for implementation |
· 80 hours (10 days) for vendor selection and 60 hours (8 days) data collection phase
· 160 to 192 hours (24 days) for development of business logic from scratch · 80-160 (20 days) hours for implementation |
| Costs | · The total cost of development and implementation can range between AUD 100,000 to AUD 200,000 (Apex Chat, 2019) | · The total cost of development and implementation can range between AUD 40,000 to AUD 50,000 (Kumar, 2017) |
| Major Risks | · High operational costs
· High fixed costs for IT Team |
· Compatibility Issues
· Adoptability of Staff to Chatbots · Inconsideration of Corporate Culture |
4. Sourcing the Solution:
The implementation of Chatbots at the University of Swinburne would solve the problems faced by it. The university should be concerned that routine activities are being repeated, and students ask common questions frequently. Frequent questions on familiar topics may be costly at the end of the university, and the project would get the solution to this problem. The university can adopt chatbots in light of the outcomes and results. The university should consider the development of Chatbots based on technology suppliers. It has to depend on suppliers and vendors so that it can have a clear course of action. The business case analysis in this document would be the source of the solution. Option 2 has been chosen, which includes consulting third party vendors for the development and implementation of Chatbots at University of Swinburne (Grudin and Jacques, 2019).
5. Project Strategy:
To implement the project and its strategy, it would observe critical milestones and deliverables. The events, milestones, and deliverables of the project strategy would follow option number three. The timescale for the third party consultation for the Chatbots development and implementation shows a total of 430 hours. This includes the 80 hours for vendor selection and data collection phase, 190 hours for development of business logic from scratch, and 160 hours for implementation. The whole project will take 10.7 weeks to complete. Based on that, the project strategy is explained as follows;
| Event/Milestone | Deliverable | Date |
| Vendor Selection | Finding the vendors who can apply to the development and implementation of Chatbots. LiveTiles, Piechowski Pty Ltd may help the university. The university may reach to find more suppliers too. | November 1, 2019 – 11 November 2019 |
| Deciding over the areas to be covered through chatbots based on AI | Findings new fields for the use of chatbots based on AI which may be student fee and dues collection, disciplinary purposes, and similar broader areas | 12 November 2019 – 22 November 2019 |
| Designing and development of Chatbots | To have chatbots responsible for effectively carrying out new functions (Sjöström et al., 2019) | 25 November 2019 – 27 December 2019 |
| Pilot Study | Implementing Chatbots for Pilot Study | 28 December 2019 – 3 January 2020 |
| Final Implementation | Finally implementing chatbots in areas other than routine tasks which may include dues and fee collection, disciplinary purposes, etc | 6 January 2020 – 2 February 2020 |
| Considering evaluation and improvement in chatbots | Continuously evaluating and improving chatbots and bringing improvements | A continuous process that would run throughout project implementation and use in the university |
Competitor Analysis/ Industry Analysis:
Before going to analyze the case for Swinburne University, It is worthwhile to note some successful implementation of chatbots in universities. Open universities are adopting chatbots, but they have to keep moving forward to be successful. A chatbot is there on the site of Open Universities Australia (Duckett, 2019). It offers plenty of services like presenting information to students, conducting simple triaging problems, performing password resets and passing authentication for the call center staff. Staffordshire University has launched a chatbot app, Beacon facilitating students (Sawers, 2019). University of Canberra also has implemented chatbots and facilitated its students and staff. The success stories regarding chatbots are numerous, and there is expected proliferation of chatbots in future. Chatbots would continue to be crucial for end-users, vendors, and institutions (Goasduff, 2019).
6. Business Case:
The business case is in the following, and it contains different parts presented under specific headings. The business case is the solution to the problem depicted in the problem statement. The business case is going to be explained and discussed with the help of the business model canvas.
Business Model Canvas:
| Key Partners
LiveTiles Piechowski Energy Pty Ltd IBM The University of New South Wales |
Key Activities
Developing chatbots for handing over repetitive tasks Expanding the chatbots use to routine as well as classroom activities Improving study and academic skills More efficient access to study resources and materials Advice about the course Facilitating students with comprehensive FAQs
|
Value Propositions
Efficiency Automation Innovation Increased involvement of students in technology |
Customer Relationships
A close relationship with suppliers of chatbots and artificial intelligence Integration with technology and students |
Customer Segments
Students University Staff |
|
| Key Resources
The university already has focused on automation and technology It has suppliers to implement the plan |
Channels
Online and Offline |
||||
| Cost Structure
Fee and payments to the supplier Cost of infrastructure Maintenance costs Training costs |
Revenue Streams
Revenues from the removal of repetitive activities Revenues from efficiency and faster processing and procedures in the university More integrated processes would earn the university revenues |
||||
6.1 Chatbots and Strategic Priorities of University:
Research confirms that organizations going to introduce technology into their system must have strategic priority for it. Universities increase their level of preferences for chatbots, and there must be an alignment of chatbots with strategic priorities (Vichare et al., 2015).
Strategic priorities of the university are clear, as it needs to start collaborations with suppliers to provide visual, personalized assistant to all of its staff members and students (Sjöström et al., 2019). The university can advance towards the chatbot platform, which would get assistance from artificial intelligence. The strategic focus of the university is apparent from initiatives to collaborate with universities and suppliers so that automation may be brought in. The use of chatbot would benefit the university strategically. Initially, chatbots would answer routine and frequently asked questions from students and staff. They would also contribute to performing repetitive tasks in the university. Thus, the company should be going to focus on repetitive tasks and commonly asked questions, which are better to be left for chatbots (Michiels, 2017).
The university would ensure that chatbots offer key activities for students including improving study and academic skills, more efficient access to study resources and materials, advice about the course, and facilitating students with comprehensive FAQs. These services would be strategically important for the university.
6.2Chatbots and University’s current IT Architecture:
Although the paper is going to propose investment in emergent technology, it is not only to follow its competitors, but also to use the technology for the fulfillment of the apparent need. However, these priorities are central to offering the course to students on chatbots and emergent technology (Ranoliya, Raghuwanshi and Singh, 2017).
There is research evidence supporting the benefits of chatbots. It proved its significance and effectiveness. The results of using the technology would be evident in the university that there was a decline of repetitive questions from the service desk and the student center (Mishra et al., 2019). The current IT architecture of the university is evolving by giving space to chatbots. In one such attempt, the university would sign an agreement with either of the suppliers including the University of New South Wales, IBM, and Piechowski Energy Pty Ltd. This partnership is related to artificial intelligence. However, this partnership and agreement are mainly aimed at providing artificial intelligence techniques and technologies for students and the staff. They would study the course. It means the current architecture of IT at the university is academic by nature (Swinburne.edu, 2019). Suppliers and partners of the AI are dedicated aligned with the university objectives.
6.3Chatbots and University’s Legacy Infrastructure:
By implementing the Chatbots Development and Implementation Program, the University of Swinburne will be considered as accommodating and adoption of emerging technology. The university should be interested in the use of AI and Chatbots for doing repetitive tasks and questions as an initial use. Further uses of Chatbots could be expanded after the implementation and success of its first Chatbots. The Results Bot is another major area that can aid the university as well. These tasks and problems would be the responsibility of chatbots to do and answer (Swinburne, 2018). The participation of the university with vendors also shows the strategic commitment of it for emergent technology (Chukhno et al., 2019).
Until now, the paper has highlighted the university’s perspective and actions for implementing and promoting chatbots based on artificial intelligence or machine learning. It is now clear that the university has legacy infrastructure supporting technology, and it is part of its strategic focus. In the following, the case would propose steps and investments to be made for chatbots in the university. The university is already working towards technology, but this paper would offer a possibility as to how the university may be successful in the future (Kar and Haldar, 2016).
Current IT Architecture:
Proposed IT Architecture:
6.4 Development and Implementation of Chatbots:
Currently, the university does not have any automated Chatbots. It thus needs to start working with suppliers providing support to their intelligent decision support and automation system, resulting in operational efficiency and cost-benefit as outcomes (Microsoft, 2017). The university needs to develop and implement the current IT infrastructure for courses of its students. It is proposed that the university has to enhance the involvement of specialist suppliers or vendors so that it can come up with expectations of the project (G, Daniel and Amadi, 2019). Partners and contractors need to be engaged in the project because the university may not have the required expertise to ensure chatbot implementation and development for its processes and functions. For this purpose, research evidence is necessary to emphasize the need for vendors, partners, and contractors.
Research evidence confirms that partners, vendors, and contractors are essential for the implementation and development of chatbots based on artificial intelligence. The development and implementation of chatbots for the University of Swinburne would need consultation with other providers of technology. The university needs to start working in association with some suppliers of automation technology, which are offering the company with artificial intelligence solutions. However, the university should not stick to these suppliers, partners, or contractors (Mhatre et al., 2016). Chatbots might have different names, including intelligent virtual assistants, digital assistants, virtual people, avatars, or only bots. Many companies are providing chatbots, and they provide services to use bots as human beings (Nair, Johnson and Sathya, 2018). The research evidence suggests that several companies are providing these services. The university should widen its supplier and partner base to have the most recent and innovative Chabot.
There are already notable and widely used chatbots, including Google Assistant, Amazon’s Alexa, Apple’s Siri, and Microsoft’s Cortana. These chatbots offer the opportunity to the users of these companies to interact with machines. These are multinational companies having millions of users worldwide. Some recent examples are also there, as many other companies are using emergent technology. Some examples include MasterCard, Uber, CNN, the Guardian, the Wall Street Journal, and Fox News. These examples are there to motivate the university officials to keep going with its plans to develop and implement chatbots. Although the university already has artificial intelligence techniques, the company has to invite contractors, vendors, and suppliers as well. The university may develop the chatbots for narrow purposes as the market for narrow purpose chatbots is expected to grow faster in the future. The number of developers of chatbots is not small worldwide that research has noted their number at hundreds of thousands. Thirty thousand developers are working on Microsoft’s Skype platform and with the rise of artificial intelligence, and the growth would further increase. Therefore, the university has to consult with developers and of the emergent technology (Abdul-Kader and Woods, 2015). Cost structure and plan are going to be given in the following.
Cost Structure and Cost Plan:
| Time Frame | · 80 hours (10 days) for vendor selection and 60 hours (8 days) data collection phase
· 160 to 192 hours (24 days) for development of business logic from scratch · 80-160 (20 days) hours for implementation |
| Cost Structure | · The total cost of development and implementation can range between AUD 40,000 to AUD 50,000 (Kumar, 2017) |
6.5Period to Realize the Benefits of the Investment:
Presently, the University of Swinburne is going to be getting benefits in terms of cost-benefit and operational efficiency through the use of Chatbots. It does not take much time to realize the advantages of the investment to be made on chatbots for the university. The proposed chatbots, based on artificial intelligence, would start contributing to the university in terms of cost-saving. Before the introduction of chatbots in the university, it has to assign a budget for representatives (Khanna et al., 2015). Frequently asked questions are routine questions, and they cause avoidable cost of responding to them (Swinburne Online, 2019). The university needs to sign an agreement with suppliers and companies like IBM, and the company is going to automate its repetitive FAQ support for students and staff information. Now, the university has an existing infrastructure of artificial intelligence, and a new proposed investment would not take more than one year to realize its benefits. It is there to strengthen the system, which already exists. The use of chatbots in the library, student desk, and routine management tasks would start yielding benefits within a year. As far as the investment amount is concerned, the university has to coordinate with the supplier of the automation. Piechowski Energy Pty Ltd is one of the vendors or technology suppliers, and the company can consult with other chatbots offered by other vendors too. As a result, the university can have quotations from different suppliers on the chatbots. The university can then compare the benefits of each vendor and supplier to use. However, the benefits of Chatbots based on AI are evident in research that they can contribute to economic development (International Telecommunication Union, 2018).
6.6 Potential Risks in Chatbots Implementation:
| Potential Risks | Risk Mitigation |
| Technology Failure | Efficient and Proactive Support System |
| Lack of Responsiveness | Equipping chatbots with all required capabilities to respond to students and users |
| Dependence on Vendor | Consistent and Collaborative Relationship with vendor(s) |
| Technology Limitation | Research and development activities to remove limitations of technology |
The proposed plan for Swinburne University should consider risks in the implementation of the plan. It may include:
Technology Failure
Chatbots is from technology, which can fail. The university has to take special care to provide consistent support to chatbots.
Lack of responsiveness
Chatbots are not human, but they are expected to be responsive like human beings. A chatbot may lack responsiveness because of any new query from students.
Dependence on the Vendor
To run and operate chatbots efficiently, the university has to have continuous and consistent contact with vendors. A high level of dependence may cause risk for the university.
Limitations of Technology
Technology requires innovation; otherwise, it may not work effectively. Limitations of chatbots should be in consideration so that development of new chatbots may be possible in future for more services and needs.
6.7 Risk Mitigation Plan:
The proposed chatbots case may prevent these risks from affecting it. For instance, it has to be innovative, and good relationships with vendors are crucial for effective implementation of the chatbots at Swinburne University. A periodical check on the performance and effectiveness of chatbots would help the university to ensure its usefulness. For this purpose, a research and development department in association with the vendor may be effective and productive. Moreover, two-factor authentication, installation of web application firewall, using authentic and secure passwords and IDs, and end-to-end encryption are necessary steps for risk mitigation plans (Sitelock , 2019).
6.8Tangibility or Intangibility:
Tangibility or intangibility of benefits needs understanding about the nature of chatbots. Chatbots are not robots, which may be visible and have a physical body. The Proposed chatbots would work on the backend, and they would assist in the feedback and response to students and management. The example of FAQs can help decide about the tangibility or intangibility of the benefits of chatbots. Responding to students is not tangible.
Similarly, any action of artificial intelligence to assist university management is not tangible because they would get assistance through chatbots (Lee et al., 2019). Chatbots would not do tasks physically, but it would at the backend. Therefore, benefits to realize from the investment on chatbots based on artificial intelligence would be intangible. They are there to assist the process already going. In the case of the University of Swinburne, it already has applied artificial intelligence and chatbots and has yielded intangible benefits. This intangibility, however, would help the physical system of the university in the form of a reduction of staff and physical infrastructure for carrying out routine activities (Kar and Haldar, 2016).
7. Conclusion:
The paper concludes that the University has already taken the initiative to introduce artificial intelligence and automation in its processes. The existing application is based on artificial intelligence is limited to courses for students in the university. The proposed investment for chatbots is aimed at convincing senior management to introduce the application to class activities and students as well as for routine activities and FAQs. The information support service along with the staff support service in the form of Chatbots can aid from artificial intelligence technology. The submission of fees, collection of dues and fines, having an eye on discipline in the university, and the automation process of the university are the activities, which would get the influence from the investment on chatbots in the university. Artificial intelligence is wide-ranging and multi-faceted technology, and its application would open more opportunities for the university. The paper recommends that the University of Swinburne should integrate and implement new investment in chatbots based on artificial intelligence with existing automation and technology infrastructure.
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