Background

Nanyang Technological University, Singapore (NTU Singapore), a global leader in higher education and research, has always been at the forefront of innovation. To strengthen support for its 40,000 students and employees, and 300,000 alumni, NTU Singapore’s Shared Services division (NSS) partnered with Axiom IT Solutions Pte Ltd to pioneer the first AI Voice Agent in Singapore’s higher education sector.

Launched in July 2025, the collaboration marked a milestone in digital transformation, ushering in a new era of high-tech, high-touch service excellence and reshaping how universities deliver always-on, accessible and scalable IT support.

The Challenge: Meeting Rising Expectations

Before the AI Voice Agent was developed, NTU Singapore’s IT helpdesk relied on a traditional call center model. While effective, it faced limitations:

• Limited coverage: Support was only available during office hours, leaving service gaps after hours, on weekends, and during public holidays.
• Resource drain: Live agents spent significant time on repetitive queries, reducing capacity for complex issues requiring human expertise.
• Limited insights: Lack of robust data made it challenging for management to identify trends and optimise resources.

In a fast-paced academic environment where students and employees expect immediate, 24/7 support, NTU Singapore sought an AI-driven solution to enhance high-tech, high-touch accessibility, efficiency and service excellence.

The Solution: AI Voice Agent by Axiom IT Solutions

Axiom IT Solutions Pte Ltd developed a cutting-edge AI Voice Agent system, tailored to NTU Singapore’s unique needs and seamlessly integrated with its IT helpdesk operations. The new system represents a paradigm shift in how higher education institutions deliver technical support.

Key Features and Capabilities

• Multilingual Engagement: The AI Voice Agent can converse fluently in multiple local languages, ensuring accessibility.
• Real-Time Assistance: Callers receive immediate responses for a wide range of technical issues over the phone.
• Smart Follow-up via SMS: For complex troubleshooting, the AI Voice Agent can send detailed instructions to the caller’s mobile phone via SMS, enhancing clarity and convenience.
• Seamless Escalation: When a query exceeds the AI’s capabilities, the system automatically routes it to Level 2 support engineers or schedules a callback with a live agent when needed.
• Performance Dashboard: Supervisors can access a dashboard for real-time monitoring of agent performance, analytics and insights on individual call conversations for quality assurance.Sentiment Analysis: Advanced analytics can gauge caller sentiment, offering valuable feedback for continuous improvement.

Results & Benefits

The implementation of the AI Voice Agent as an AI-Interactive Voice Response (AI-IVR) system at NTU Singapore has had a significant and measurable impact:

• 24/7 Availability: IT support now runs continuously, including evenings, weekends and public holidays.
• Enhanced Coverage: The AI-IVR system handles approximately 20% more calls outside office hours, ensuring no query goes unanswered.
• Better Customer Experience: Callers enjoy faster responses, timely resolution of queries, and the convenience of communicating in their preferred language.
• Data-Driven Insights: Rich insights into query types and call volumes enable more informed decisions on resource planning and service improvements.
• Strong Resolution Rate: The AI-IVR system resolves 75% of the issues it handles, demonstrating robust problem-solving capabilities.

Operational Impact and Strategic Advantages

The AI Voice Agent is not just an additional tool; it will fundamentally redefine NTU Singapore’s IT support model:

• Inclusive access: Support is now available to all members of the University community, regardless of time or language preference.
• Smarter workforce allocation: Autonomous triage and resolution of common issues free live agents to focus on high-value, complex cases requiring empathy, critical thinking and human judgement.
• Proactive service management: Analytics provide early visibility into trends, enabling management to refine processes, allocate resources where they are most needed, and prepare for demand surges.
• Future-proof operations: The University is better positioned to scale up support as the student population and service expectations grow.

Leadership Perspectives

“At NTU, service excellence means being responsive, inclusive, and ready to support our community anytime, anywhere. Introducing the “AI Voice Agent” has allowed us to elevate the service experience for students, staff and alumni. By combining human expertise with artificial intelligence, we can now deliver faster resolutions, greater accessibility and a support model that is truly future-ready.”

– Kenneth Lim, NTU Shared Services, Nanyang Technological University, Singapore 

“Our partnership with NTU Singapore represents a milestone in higher education support services. By harnessing the power of AI Voice Agents, we’re not only boosting operational efficiency, but also ensuring every caller—no matter the hour or their language—is heard, guided, and supported. Together, we’re shaping a future where technology and human expertise work hand in hand to deliver truly exceptional service. We had a superb experience working with the professional NSS Information Technology team.”

– Lam Pang Ngean, Director of Axiom IT Solutions.

Looking Ahead: A Model for Higher Education

The success of the NTU Singapore-Axiom IT Solutions collaboration sets a new benchmark for the application of artificial intelligence in higher education support services.

By combining human expertise with AI, the University has successfully created a scalable, inclusive and resilient support model that stands as a compelling example of innovation in action.

As universities face growing demands for accessibility and responsiveness, this NTU Singapore case study highlights how AI can drive high-tech, high-touch support while expanding reach, boosting efficiency, and elevating service standards.

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About Nanyang Technological University (NTU)

 A research-intensive public university, Nanyang Technological University, Singapore (NTU Singapore) has about 35,000 undergraduate and postgraduate students in the Business, Computing & Data Science, Engineering, Humanities, Arts, & Social Sciences, Medicine, Science, and Graduate colleges.

NTU is also home to world-renowned autonomous institutes – the National Institute of Education, S Rajaratnam School of International Studies and Singapore Centre for Environmental Life Sciences Engineering – and various leading research centres such as the Earth Observatory of Singapore, Nanyang Environment & Water Research Institute and Energy Research Institute @ NTU (ERI@N).

Under the NTU Smart Campus vision, the University harnesses the power of digital technology and tech-enabled solutions to support better learning and living experiences, the discovery of new knowledge, and the sustainability of resources.

Ranked amongst the world’s top universities, the University’s main campus is also frequently listed among the world’s most beautiful. Known for its sustainability, NTU has achieved 100% Green Mark Platinum certification for all its eligible building projects. Apart from its main campus, NTU also has a medical campus in Novena, Singapore’s healthcare district.

 

About Axiom IT Solutions Pte Ltd

Axiom IT Solutions Pte Ltd is a forward-thinking provider of enterprise technology solutions, specializing in the design, development, and deployment of AI-powered platforms that drive real-world impact. With a commitment to excellence and a proven record of successful collaborations, Axiom empowers organizations to realize their digital transformation goals and enhance stakeholder experiences.

For more information on Axiom IT Solutions Pte Ltd’s AI Voice Agent solutions and their impact across sectors, please contact :  

Website : https://axiomitsolns.com

Email: sales@axiomitsolns.com

Telephone : +65 62857288