I think something broken must have been fixed or simply expired because I got a flood of Jisc posts in my reader this week. So I'm catching up a bit. The chatbot in question "is based on Ada – a chatbot created by Bolton College where it has been supporting students since April 2017." The objective is to reduce staff workload (but, one hopes, not by increasing client workload, which is what so many of these 'automated' systems do). Despite any shortcomings, I'm generally supportive of this sort of technology, because it's only by reducing the bottlenecks that we can support an education system that is genuinely accessible (though of course technology by itself won't create open access; we need an actual commitment by policy-makers to do that). See also Jisc's National Centre for AI in Tertiary Education.
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