Case Study: University of Southern Denmark achieves 24/7 IT support and 4.6/5 satisfaction with BotXO

University of Southern Denmark - Customer Case Study

The University of Southern Denmark (SDU) needed a better way to handle the high volume of repetitive IT support requests from more than 32,000 students and 4,000 employees across multiple campuses. After earlier live chat attempts failed, SDU turned to BotXO and its chatbot platform to create an AI-powered support assistant for internal users.

BotXO helped SDU launch the chatbot Kitt in just 3–4 days, using NLU and integrations such as Skype for Business/Teams to answer common IT questions around the clock and hand off unresolved cases to human agents when needed. The bot achieved a satisfaction score of 4.6/5 in beta, handled inquiries like opening hours, wireless access, and Outlook issues, and supported SDU’s goal of reducing support tickets so staff can focus on more complex work.

University of Southern Denmark

Bilal Bahij

IT Coordinator and Team Leader