Introducing “Harbot,” Harbert College’s new virtual assistant

AI chatbot enhances website user experience while providing visitors with timely information.

The Harbert College of Business implemented a new AI-driven virtual assistant on its website recently to expedite and enhance users’ search for information, making it the first college on the Auburn campus to create a website chatbot.

The college unveiled Harbot in mid-July and staff members were encouraged to test it out. The more queries staff and other users made, the faster Harbot was trained to find the right information among the website’s 620,000-word knowledge base.

All website visitors can access Harbot by clicking on the cartoon word bubble in the bottom right corner of the homepage.

To date, the most queries are coming from current and prospective students, who primarily want to know how to schedule academic advising appointments and when to apply for admission.

According to Jeremy Britten, Harbert webmaster and senior app systems analyst, the motivation for creating the chatbot was to enhance users’ website experience.

“Previously, there was no quick and direct way to get an answer to something that a user couldn’t find on our website or from a browser search,” said Britten, who spearheaded the development of Harbot. “Users would have to fill out a form on the website, which was forwarded to the right staff member’s email. It could take hours or longer for the user to get an answer.”

The identity of Harbot users is confidential, though at the end of each chat session users can voluntarily offer feedback or request a staff member contact them if they need further information. Britten monitors Harbot’s replies for accuracy.

“If Harbot doesn't know a question that's asked the first time, chances are a day later, it'll know,” Britten said. “Harbot is also saving our staff time by not having to answer the same questions over and over.

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“Although it’s a valuable tool, Harbot will not replace the exceptional service that Harbert staff provides for stakeholders visiting the website. Students can always still call us, drop by or email us. This is just one more channel for them to get a quick answer to something they need.”

Jeremy Britten, Harbert webmaster and senior app systems analyst

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Several other Harbert staff members worked closely with Britten on the project, including John Hornbuckle, Adam Williams, Becca Grace, Beth Ann Mabrey and Colleen Bourdeau, who represent the IT, student services, recruiting and marketing perspectives.

Hornbuckle, Harbert College’s chief information and operating officer, envisions Harbot will provide even more personalized support for applicants and current students in the future. He also foresees Harbot becoming more integrated with the college’s undergraduate advising team so it can be another resource for students during registration—a sometimes stressful process.

“The goal is for Harbot to be able to answer the most common questions during registration so students can get help quickly, 24/7,” said Hornbuckle. “We’ve also partnered with Auburn Student Government Association (SGA), which has an initiative underway to get students more support options during registration.”

What’s in a name?

• Auburn students and staff submitted dozens of name suggestions through a social media poll during the spring semester. The name “Harbot” resonated with the chatbot development committee because of its clever play on the college’s namesake—Raymond Harbert—and the AI technology driving virtual assistants.

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