Lingnan University Registry, a pivotal administrative unit of the renowned Lingnan University in Hong Kong, has been honored with the HKMA/VIUTV & NOW TV 2024 Excellence in Innovation Award. This prestigious recognition was for their implementation of Set Sail AI's cutting-edge GenAI Email Automation System, which has significantly transformed email management within the higher education sector.

The Challenge: Streamlining Higher Education Communication

A High Volume of Academic Email Inquiries

The Lingnan University Registry processes a substantial volume of admissions applications and academic inquiries daily from both local and international students. Before the implementation of the GenAI system, frontline staff spent considerable time categorizing and filtering these emails before forwarding them to the relevant personnel. This manual process was inefficient and prone to delays, especially during peak periods.

Transition from Manual to Automated Query Handling

Previously, responding to email inquiries and various attachment formats was a one-by-one task, consuming significant time and increasing the workload for Registry staff, particularly during crucial admission periods and the start of new semesters. This manual approach hindered the university's ability to provide prompt and efficient service.

Set Sail AI's GenAI Email Automation System: A Game Changer

In collaboration with Set Sail AI, Lingnan University Registry deployed a state-of-the-art GenAI Email Automation System designed to manage the extensive volume of inquiries efficiently. This system consolidates GenAI into a unified inbox, empowering staff to interact effectively with inquirers through automated AI features.

Key Features and Benefits:

• Automatic Categorization and Quick Responses: Since April 2024, the system has automated email processing, categorizing emails based on content, providing concise summaries, and drafting replies. It assesses urgency based on tone and other criteria, offering updated information and verified communication guidelines to handle emails. This allows staff to simply verify or edit drafts, significantly reducing their workload.
• Advanced AI for Context and Attachment Understanding: The system utilizes advanced document AI models capable of understanding complex email attachments (PDFs, Word files, Excel spreadsheets, PowerPoint presentations) and contextualizing their content. This has led to exceptional efficiency in handling various email tasks, reducing response times by up to 40%.
• AI Self-Training for Humanized Email Management: The GenAI system self-trains to comprehend the emotional expressions within emails and automatically drafts humanized content using various templates. This ensures consistent and effective long-term communication with students and individuals globally, enhancing the overall communication process.

Achieving Enhanced Work Efficiency

Since its implementation, the system has processed over 5,000 emails. Internal surveys indicate a significant decrease in email handling time by 40%, boosting the Registry's work efficiency. This has also provided staff with opportunities to learn new technologies and tackle more complex tasks.

Recognition for ICT Smart Business Award

Lingnan University Registry distinguished itself among over 50 participating organizations by receiving the "2024 Hong Kong ICT Awards: Business Solution Award (Business and Public Sector)" certificate. The GenAI email automation system was ranked in the top four for its category. The award ceremony, held on November 22, 2024, saw the Vice President of Academic Affairs, Ms. Cheng Wai Fong, Registry Manager, Mr. Chan Chung Kai, Assistant Manager, Mr. Kwan Hon Ming, and Set Sail AI co-founder, Mr. Wong Kai Kong, accept the Certificate of Merit.

"We are extremely honored, and this recognition affirms the efforts and achievements of our team in enhancing the efficiency of email management at the Registry. It also reflects our ongoing commitment to providing quality service to all parties," said Ms. Cheung Wai Fong, Registrar of Lingnan University Registry.

The Hong Kong ICT Awards are highly recognized for celebrating outstanding information and communication technology innovations, encouraging industry leaders to pursue excellence and develop creative solutions that benefit society.

About the Registry of Lingnan University

The Registry of Lingnan University is responsible for managing undergraduate admissions, student registration, course registration, and assessment examinations. It actively promotes Lingnan University and its undergraduate programs to secondary school and college students, parents, teachers, and educators.

Website: https://www.ln.edu.hk/reg

About Set Sail AI

Founded in 2015 and headquartered in Hong Kong, Set Sail AI is a leading provider of AI chatbot solutions. We serve numerous government departments and public service organizations, including KMB, MTR, CLP, Companies Registry, Department of Health, Buildings Department, HKTDC, and the Working Family and Student Financial Assistance Agency (WFSFAA).

As a pioneer in natural language processing (NLP) in Hong Kong, Set Sail AI has deployed over 200 omni-channel marketing and AI solutions, handling more than 120 million customer inquiries annually across both public and commercial sectors. Our innovative AI customer service assistant combines NLP, natural language generation (NLG + ChatGPT), and our proprietary Dynamic Knowledge Retrieval (DKR) technology, enabling fluent communication in multiple languages and continuous improvement through training. This significantly enhances the overall customer experience.

If your business or brand is interested in leveraging AI technologies, we welcome you to contact us and discover the limitless possibilities that innovative AI can bring to your operations!

WhatsApp: wa.link/2iidos
Phone: +852 66880053
Email: info@setsail.ai
Website: www.setsail.ai