We partnered with UWE to bring AI-powered automation to its IT support services.
CLIENT
UWE Bristol
INDUSTRY
Education
SERVICE
AI
PARTNER
Microsoft
The client
Technology plays a key role in this vision. However, rising demands on IT services and shrinking budgets created a challenge: how could UWE modernise support without overwhelming its team?
Our goal
... that answers common queries, simplifies ticketing, and provides easy handover to human support.
The challenges
UWE’s IT team was spending too much time on repetitive support queries. The Uni needed a way to offer fast, effective help to students without overwhelming staff.
Like many universities, UWE was also looking to get more from its tech investments. It wanted to focus on future-proof, scalable solutions like AI to modernise services without high ongoing costs.
The team delivered a smart, scalable solution that immediately relieved pressure on our IT service desk and improved the experience for students and staff alike. Their collaboration, technical insight, and responsiveness are impressive. We’re excited to keep building together.
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Built with Microsoft Copilot Studio, the chatbot delivers an industry-leading support experience. Quick, consistent, and always available.
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The outcome
The Support Agent now takes care of the bulk of everyday questions. It reduces manual work and allows IT staff to focus on higher-value tasks.
Support is now available instantly across multiple channels, including Microsoft Teams and the University website. No more long waits or dead ends.
When issues are too complex for AI, the chatbot hands over to a human agent. With smarter query matching on the way, support will only get better.
