[Figure 1] Seoul National University IT Service Management System

Given the university’s nature, most IT inquiries and requests are repetitive. To handle these more effectively, the IT helpdesk introduced SNUBot, a chatbot-based helpdesk solution.

[Figure 2] IT Helpdesk “SNUBot”

SNUBot is an AI-powered conversational messenger bot. Seoul National University’s IT Center implemented it to reduce workload caused by repetitive inquiries and provide a convenient integrated service for campus members.

Additionally, RPA (Robotic Process Automation) technology was applied to ITSM to automate routine tasks based on predefined workflows. Requests submitted via SNUBot are processed automatically without waiting time, eliminating human intervention.

Currently, SNUBot handles IT-related tasks such as internet and network connectivity. The IT Center built the service using over 20,000 inquiry records collected over two years, organizing frequently asked questions for easy access.

Users can click buttons like “IP Service” or “Domain Service” to access common inquiries. For example, selecting “IP Request” displays options such as “IP Request Guide,” “IP Ownership Change Guide,” and “IP Information Lookup Guide.”

Users can also browse FAQs or type questions directly in the chat window. For unanswered queries, SNUBot can connect users to a live agent—a feature currently under discussion.

SNUBot even responds to casual greetings like “Hello” or compliments such as “You’re so cute” with replies like “Nice to meet you~ 😊” or “Thank you~.” Its capabilities will continue to expand.

Kim Sung-wook from the IT Planning Team stated:

“We plan to integrate SNUBot with library systems to provide book location information and expand its use to everyday services, such as scholarship criteria. After user authentication, it may even answer personal queries like grades or graduation requirements. We will ensure these services comply with privacy regulations and avoid conflicts with student-run apps like the campus meal app.”

The IT Center also plans to collaborate with the Admissions Office so SNUBot can answer frequently asked admission-related questions. This will be especially helpful for international applicants who face time zone and language barriers. SNUBot will soon support English responses, aiming to assist not only Seoul National University members but anyone seeking information about the university.

[Glossary]

* Chatbot

AI software that provides relevant answers or related information based on user conversations or questions.

* RPA(Robotic Process Automation)

Technology that automates structured and logical tasks in business processes.

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