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Singapore Management University : Embedding AI into core work processes
As part of a wider digital plan, SMU has created a set of AI-powered digital assistants that support different work processes. These have been applied across a number of workflows where there is existing friction. The team has deliberately taken a pragmatic and scalable approach to introducing AI, which will provide tangible value.
The digital assistants launched include: a document screener that partly automates application reviews; a Research Query System (RQS) to aid grant applications; a lost and found assistant to help find lost property; an automatic photo cropping tool used across multiple processes; and an employee chatbot.
This approach has already resulted in good adoption and process improvement, while also helping drive AI literacy and overall AI maturity.
Why this won a Gold award
- We love the pragmatic focus on high-friction use cases and real user needs.
- The approach has been very well thought through and contributes to SMU’s wider overall digital strategy.
- The approach is also highly scalable, with the team able to broaden the number of assistants while also learning what works as they go.
- We love how both governance and enablement has been weaved into the solution design, supporting user adoption, which is rooted in trust.
- Thoughtful change management has been applied to launch each tool.
- The wide variety of use cases is helping build AI capabilities right across the university, supporting value for both staff and students.
- There is real innovation in play across the assistants deployed, including in the Research Query System (RQS) and the Lost & Found assistant.
- The metrics show strong impact with good adoption and improved productivity.
- The project is very well executed.
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