Intelligent Knowledge-based Digital Assistant for Enhancing Customer Service in a Fundraising Management Organization

Customer service operations in fundraising management organizations often face the challenge of handling large volumes of repetitive inquiries during high-demand periods such as festival seasons, raffle result announcements, and charity campaign launches. Traditional customer service support methods cause delayed responses due to limited staff availability, resulting in customer dissatisfaction. To address these challenges, we propose the integration of an AI-based digital assistant into an online fundraising management platform to streamline operations and enhance customer service for charity and non-profit organizations. The proposed work will leverage a combination of Natural Language Processing (NLP) techniques, Artificial Intelligence (AI), and knowledge bases to support the development of an intelligent digital assistant. Specifically, this project explores the integration of Oracle Digital Assistant with Large Language Models (LLMs) to create a context-aware and human-like conversational agent capable of understanding complex user queries and retrieving relevant information. The proposed AI-based digital assistant will reduce operational burden on human agents by automating common queries and supporting the delivery of timely responses to improve customer service satisfaction.

Faculty Supervisor:

Ralph Deters

Student:

Partner:

Tap 50:50 Event Consultants Ltd

Discipline:

Computer science

Sector:

Information and cultural industries

University:

University of Saskatchewan

Program: