ZID Searchbot: finding information made easy

ZIDview | Students

Ask questions instead of searching for ages: with the AI-supported ZID Searchbot, you can quickly find the right IT information.

Illustration by Storyset

Since the end of last year, the ZID Searchbot has been helping users to conveniently search the ZID web pages – in over 100 languages. The feature was developed by the Zentraler Informatikdienst.
 

Search support on the ZID website

How do I connect my laptop to the Wi-Fi? What is a secure password? How can I save my data? No more spending ages trawling through web pages: the Searchbot provides precise answers to your questions and prepares the right information for you. The search feature is always just one click away:

Updated daily, the Searchbot's knowledge base contains all publicly accessible information on the ZID web pages. It therefore only answers questions about this content. If the AI-supported application does not know the answer, it will refer to the ZID support services.
 

Fast, convenient and easy-to-use website search

“Unlike traditional search functions, you don't have to search for keywords, but can simply formulate your query as a question. The artificial intelligence also understands more complex inputs, can establish connections and provides exactly the information you are looking for,” says Christian Kracher-Fischer, who is responsible for developing the ZID Searchbot.

Depending on the type of request, the Searchbot scans the editorially prepared content of the ZID website or accesses specially adapted instructions that Kracher-Fischer and his colleagues have stored for it. Instead of a conventional list of links as search results, the Searchbot prepares the desired information in a targeted manner. This gives users an answer tailored to their question. For example:

  • Precise summaries
  • Concrete step-by-step user guides for your operating system
  • Links to further information
  • A reference to support services offered by the ZID or specific Servicedesk forms

Do you feel more confident writing in your native language? From Italian to Vietnamese: submit your request in over 100 languages and receive answers in the same language.

How to ask the right question

Whether you use keywords or complete questions: The more precisely you describe your issue and, if applicable, your device (e.g. laptop, smartphone) and operating system (e.g. Windows, iOS), the more accurate the information you receive (e.g. a user guide) will be. Focus on one topic per request.

  • Instead of: ‘VPN smartphone’
  • Better: ‘How do I configure VPN on my Android smartphone?’

The AI-powered ZID Searchbot is an expert at searching the ZID web pages. For more comprehensive AI support in your everyday study and work (e.g. creating texts and images, analysing documents), you can use the AI software u:ai.

Data protection as a priority

“When you use the Searchbot, it does not store any personal data, but only an anonymised session ID and the associated chat histories. Your data is stored exclusively on the University of Vienna’s local servers, cleared after a maximum of 30 days, and is not passed on to third parties,” assures Kracher-Fischer. “In addition, we operate both the Searchbot and the software used for crawling the ZID websites completely on our own ZID infrastructure.”

The AI components of the application are, in turn, integrated via Microsoft Azure. Data is processed exclusively in Microsoft data centres within the EU and cleared by Microsoft immediately after processing.

The University of Vienna makes the Searchbot available in a manner that complies with data protection regulations. Nevertheless, you should, where possible, not enter any personal data and, in particular, no sensitive data – such as real names, passwords or student ID numbers.
 

What does the future hold?

The Searchbot presently responds to more than 1,000 requests per month, with the majority relating to passwords and Microsoft 365.

The Coordination Digital Transformation team is constantly working to improve the feature. "Technically, we are currently implementing a more efficient and detailed workflow for the Searchbot based on path logic. This means that different types of requests – such as greetings or targeted web page searches – are processed via separate, independent paths. This allows us to incorporate individual intermediate steps for each request type to specifically improve the quality of the responses. For example, users receive faster responses to complex requests or can check maintenance notifications in real time. We also reduce the amount of information invented by the AI (such as incorrect links) by configuring it to rely on reliable content from the websites of the ZID and to withhold information in case of doubt. This gives you more accurate results," explains Kracher-Fischer.

Integration into the ZID website enables extensive testing of the feature under real-world conditions. Further improvements and possible applications are already under discussion. "At the moment, we are looking at how we can make the Searchbot more accessible. We are also evaluating ways to expand the Searchbot's knowledge and further develop the service at the university. To this end, we will also offer relevant technical training to interested organisations in the future," concludes Kracher-Fischer.
 

Feedback welcome

To further optimise the service, the Coordination Digital Transformation team would appreciate your feedback. Please use the rating function directly in the application. For feedback (e.g. on technical issues), you can also use the Servicedesk form Feedback on the ZID Searchbot (in German).

The technology behind the Searchbot

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