1. Ask Sheffield FAQ Database http://ask.sheffield.ac.uk/ Student Services Information Desk

2. Purpose Answering general enquiries – Prospective students – Current students – Alumni – Parents – Employment agencies – Staff – Departments Signpost to specialist information resource Signposted from specialist information http://ask.sheffield.ac.uk/

3. Companies using MetaFAQ

4. Benefits Answers 80%-90% of routine enquiries automatically online. Quicker response times by reducing overall volume of inbound emails Enables customers to find information faster. Reduces frustration of users by giving them an answer or directing them to a member of staff. Gain invaluable customer insight. http://ask.sheffield.ac.uk/

5. Features Natural language processing Popular entries are positioned for quick access. Recommends other content on related subjects. Queries not answered are routed to a member of SSiD staff Answers linked to other web pages or contacts. Comprehensive statistics The knowledgebase can interface with SOAP, WSDL and.NET APIs. http://ask.sheffield.ac.uk/

6. To contribute contact: Simon Linskill (s.linskill@sheffield.ac.uk).s.linskill@sheffield.ac.uk http://ask.sheffield.ac.uk/