Case Study: Nanyang Technological University achieves faster student onboarding and improved engagement with Google Cloud Platform

Nanyang Technological University, Singapore Easing first-year students into campus life with onboarding information at their fingertips

Nanyang Technological University (NTU) in Singapore needed a way to onboard 6,000 freshmen online during COVID-19 while handling a surge of questions about campus life, academics, and services. To solve this, NTU worked with Google Cloud Platform and partner OniGroup to create Ask Lyon, a mobile-first virtual assistant powered by Dialogflow and Contact Center AI.

Google Cloud Platform helped NTU launch Ask Lyon in just three months, using Dialogflow Mega Agent to deliver accurate, automated responses and route unanswered questions to normal support channels. The solution improved student engagement and operational efficiency, saving more than 300 hours of query-processing time, reducing service center queues by 25%, cutting phone inquiries by 62%, and generating over 10,000 chat sessions in the first month of orientation.

Nanyang Technological University

Ng Kee Haur

Team Lead, Web and Mobile