What to expect

Our chatbot uses AI to generate answers, so mistakes can happen. Here are some tips:

  • Be mindful: It may not have info on niche topics. If it can't help, try another method.
  • Rephrase: If the response isn't satisfactory, try rephrasing your question.
  • Start over: If the conversation feels stuck, ask to 'start over' or open a new chat.

Our chatbot can use a mixture of the following resources:

  • Search our website
  • Access documents
  • Use our Q&A bank
  • Provide information
  • Offer quick assistance
  • Enhance information retrieval
  • Answer in various languages (quality may vary).

Live agents

Live agents are real people who offer personalised support for complex issues. They’re available when the chatbot can't answer your queries. Note that live agents may not always be available.

Asking effective questions

Be specific for better answers. Examples:

  • Don't ask: "What are the library opening times?"
  • Do ask: "What are the Sir Michael Cobham Library (SMCL) opening times?"
  • Don't ask: "I can’t find the building that my class is in."
  • Do ask: "Can you help with directions to the Fusion building?"

Privacy

Your interactions are private and secure. We do store chat transcripts to improve the chatbot experience. But, it can't access personal info (such as login details), retrieve or edit information from other systems (such as Brightspace or MyHub).

Please don’t provide personal info unless directed by a live agent. We also ask that you familiarise yourself with our terms of use - under the IT section on our Important information page.

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