University of Sydney - Chatbot Integration
Learn how TechBubble implemented a chatbot integration for the University of Sydney to enhance student engagement and provide instant access to information and support services. The solution enabled students and prospective applicants to receive real-time responses to common enquiries, reducing reliance on manual support channels and improving user experience.
Transforming prospective student experience
A ServiceNow-based engagement platform developed to connect prospective students with university faculty members through a secure and intuitive chat experience. The solution enables students to ask questions about courses, career pathways, research opportunities, and campus life, while providing faculty with a centralised interface to manage conversations and respond efficiently. By facilitating direct communication, the platform helps universities improve student engagement, enhance the recruitment experience, and support prospective students in making informed education decisions.
Bridging the Gap Between Prospective Students and Faculty
The University faced challenges in providing timely and personalised engagement opportunities for prospective students. Traditional communication channels such as email, web forms, and information sessions can be slow, impersonal, and difficult to scale, leaving students without direct access to faculty members who can answer specific questions about courses, research opportunities, career outcomes, and campus life.
Limited Access to Faculty Expertise
Prospective students lacked a convenient way to directly connect with faculty members to ask questions about courses, academic programs, research opportunities, and career pathways.
Fragmented Communication Channels
Student enquiries were spread across emails, web forms, phone calls, and events, resulting in inconsistent experiences and delays in receiving responses.
Low Engagement During the Decision-Making Process
Without personalized interactions, prospective students found it difficult to obtain the information needed to confidently evaluate their study options and make informed enrolment decisions.
Inefficient Management of Student Enquiries
Faculty and administrative teams had no centralised platform to manage, track, and respond to student conversations, making it challenging to deliver timely and consistent engagement at scale.
A phased delivery model with embedded governance
TechBubble developed a custom student engagement application on the ServiceNow platform, enabling prospective students to connect directly with faculty members through a secure and intuitive chat interface. The solution leveraged ServiceNow Virtual Agent, App Engine and Flow Designer to automate enquiry routing based on academic departments and areas of interest. A centralised conversation management system allowed faculty to efficiently manage and respond to student enquiries, while automated notifications ensured timely communication. Role-based access controls were implemented to maintain security and data privacy.
Discovery & mobilisation
Week 1Aligned scope, delivery plan, access, tooling, and success metrics with stakeholders.
Accelerated delivery
Weeks 2-4Executed delivery increments with weekly governance and transparent reporting.
Stabilisation & enablement
Weeks 5-6Hypercare, documentation, and enablement for internal teams.
Technology stack
Platforms selected to match enterprise standards and long-term maintainability.
ServiceNow
Virtual agent and App Engine
Process flow
Flow designer
ATF testing
Automated testing and release discipline
Cloud services
Secure, scalable foundations
Observability
Operational visiblity
Collaboration
Documentation and ways of working
“Working with TechBubble has been outstanding from start to finish. Their technical expertise, attention to detail, and ability to meet tight deadlines were truly remarkable.”
Our Practice Areas
Deep Expertise Across 5 Platform
Practices
We've built a culture where talented people do the best work of their careers — and have fun doing it.
ServiceNow
Cross-functional teams working across geographies, sharing knowledge and lifting each other up.
Salesforce
Comprehensive implementation across Sales, Service, Marketing, Commerce, Health & Education Cloud — plus Omnistudio and Vlocity.
MuleSoft
Expert API-led integration services covering Anypoint Platform, API management, cloud-based solutions, and B2B integrations.
SharePoint
SharePoint Online, Server & Power Platform integrations — collaboration, document management, and workflow automation.
Custom & AI Apps
Java, D365, React, Mobile (iOS/Android), AI/ML, Python — custom solutions built to your exact requirements.
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