Introducing IS Deacbot, our new after-hours IT support chatbot

Information Systems is pleased to introduce IS Deacbot, an after-hours technology support chatbot. IS Deacbot provides conversational, AI-aided chat support outside of The Bridge IT service desk operating hours, on both the IS website, is.wfu.edu, and AskDeac, help.wfu.edu.

Mur Muchane, Wake Forest University’s VP of Information Technology and Chief Information Officer, sees potential in the new tool. “While Deacbot will not replace our human support teams, its ability to quickly locate and deliver timely answers enhances our service by reducing lengthy search times. Additionally, Deacbot’s analytics help our support teams prioritize resource fixes and identify missing information, ensuring our knowledge base remains comprehensive and up-to-date. In this way, we are able to stay true to our Wake Forest identity, which values human connection and collaboration, while leveraging technology to improve our support services.”

Powered by ivy.ai, a leader in higher education chatbot platforms, Deacbot uses a private GPT-4 AI instance. Anonymous chat content is not sent outside of this Wake Forest protected environment. Deacbot uses the AI to interpret and share helpful content from curated documents and dynamic resources, including is.wfu.edu and the extensive knowledge base within AskDeac (help.wfu.edu), which it scans and learns from daily. 

During live chat support hours, find Deacbot on its designated page on our website, is.wfu.edu/deacbot. At all other times, find Deacbot on the IS website and AskDeac (help.wfu.edu), weekdays after 9pm, and all day Saturday and Sunday.