When you need help with a password reset or have a quick question about university services, waiting on hold or digging through help documentation can be frustrating. That’s why Northeastern has been deploying AI-powered chat assistants that deliver instant, accurate support.
Rapid adoption and impressive results
In July 2025, IT Services launched AI-powered virtual assistants on the Tech Service Portal using ServiceNow’s “Now Assist” technology. Within days of going live, this intelligent chatbot handled over 400 queries. Since then, the technology has proven its value: the AI Tech Assistant is handling over 95% of IT support chats.
That means that 95 out of every 100 people who started a chat conversation never needed a human agent. This speeds resolution for the community and frees up IT staff to focus on complex issues that require specialized expertise.
Beyond IT: Expanding success across campus
Recognizing the potential to transform support universitywide, other service areas have quickly adopted the technology. Finance, Registrar Services, and Student Financial Services now all use ServiceNow’s AI-powered chat assistants to help students, faculty, and staff get quick answers to routine questions.
What makes these assistants different?
Unlike traditional chatbots that follow rigid scripts and often frustrate users, Northeastern’s AI assistants use generative AI to understand context and intent. They can answer questions in natural, conversational language, navigate complex scenarios, and pull information from multiple knowledge articles to solve problems.
One particularly useful feature: the AI assistants cite their sources in every response. When the assistant provides an answer, it includes links to knowledge articles other content it referenced, allowing visitors to click through for more detailed information or to validate the response.
A cross-functional team of ITS staff, co-op graduate students, and Enrollment Management personnel developed the solution rapidly, taking the virtual assistant from concept to production in weeks.
The human touch remains essential
AI handles routine queries efficiently, but human support remains crucial for complex situations. The IT Service Desk maintains phone and email support channels, and walk-in support at campus tech bars continues providing hands-on assistance. The combination creates a comprehensive support ecosystem where each channel serves its purpose effectively.
Try it yourself
The next time you need help with tech issues, financial questions, course registration, or other university services, visit service.northeastern.edu and navigate to the appropriate service portal. Look for the chat bubble in the bottom corner of the page to start a conversation with the AI assistant. You might be surprised by how quickly you get the answer you need.
For complex issues or personalized assistance, the IT Service Desk remains available 24/7— reach out anytime with tech questions or issues.