Introduction
Blackstone Intelligence Sarawak developed an AI agent for the Student Development Services Centre at University Technology Sarawak. The agent was designed to help students navigate support information and find the right next step more easily.
Challenges
Student questions can span many services, policies, and points of contact. The centre needed a clearer way to handle repeated enquiries without giving students generic answers or removing the option to reach a human team member.
Solution
The team organised support topics, approved information, response paths, and escalation rules into a governed knowledge flow. The AI agent was then structured to guide students toward relevant information and hand off uncertain or sensitive requests.
Impact
The project created a more consistent support journey for students and a clearer framework for managing common enquiries. It also established a foundation that can be updated as services, policies, and student needs change.
