The Tshwane University of Technology’s (TUT) Department of Business and Information Management Services (BIMS) has launched an innovative, AI-powered productivity (AI-PP) assessment tool designed to significantly enhance students' learning processes by providing personalised feedback and offers personalised learning paths. This initiative was spearheaded by Ms Mattie Le Clus, a seasoned lecturer at BIMS, in collaboration with Master skills, an approved reseller and publisher of academic content at TUT
According to Dr Estelle Bruhns, the HoD of the Department, AI-PP focuses on digital data input methods, particularly input devices such as physical keyboards, to evaluate proficiency in touch-typing and keyboard navigation, thereby improving students' digital skills and productivity.
“The introduction of this tool is set to revolutionise the Administrative and Information Management (AIM) and Contact Centre Management (CCM) qualifications at BIMS.
Launched in July 2024, Part 1 of the AI-PP assessment tool emphasises touch-typing, advanced keyboard navigation and digital data input methods. It uses advanced AI algorithms to evaluate students' proficiency in these areas, focusing on accuracy and efficiency, thereby significantly enhancing the learning experience and outcomes,” Le Clus said.
“The Information and Contact Centre Management qualification is not just evolving; it is being transformed with the power of AI. The CCM qualification, in particular, is moving towards a focus on customer experience, integrating AI technologies to enhance service delivery and operational efficiency. As AI continues to reshape industries, these contact centres may eventually be rebranded as 'Experience Centers,' reflecting their broader role in managing customer interactions and satisfaction through advanced technological solutions,” Le Clus adds.
Key Features of the AI-PP Assessment Tool
Production and Accuracy Assessment: Uses AI algorithms to measure students' proficiency in handling digital tasks, providing personalised feedback to improve their skills.
Touch-Typing Best Practices: Emphasises correct home row position, proper finger placement, good posture and consistent practice.
Keyboarding Techniques: Covers shortcuts, Alt-codes and Uni-codes for mastering keyboards.
Digital Data Input: Explores the functionalities of current and future physical and virtual digital data input methods.
The educational content developed with the AI-PP assessment tool complements the tool and equips students with foundational digital data input knowledge essential for success in the digital age.
“TUT is the only institution globally to offer a CCM qualification up to the Master's degree level. The AIM and CCM educational programmes equip students with practical skills and knowledge essential for success in dynamic, technology-driven workplaces. The AI-PP tool can be used to evaluate the speed and accuracy of customer service representatives' responses, thereby improving the overall customer experience,” said Le Clus.
“With advancements in AI technology, fields like Information and Experience Centres are expected to evolve significantly. Both industries will likely see more sophisticated AI tools for managing data and enhancing productivity while focusing on integrating customer experience and operational efficiency.”
“Part 2 of the AI-PP assessment tool, "Put Words into Action," will be introduced in the future. It will leverage VoIP technologies to test students' communication skills. This segment, ‘Navigating the Connected Future with Automatic Speech Recognition (ASR) Technologies,’ will emphasise mainstreaming customer experience by evaluating students' proficiency using AI-powered speech recognition tools, preparing them for the industry's ever-evolving demands,” added Le Clus.
The development and implementation of AI-PP assessment tools and the accompanying educational content mark a significant step forward in preparing students for the future of administrative information and experience centre industries. By integrating advanced AI algorithms and comprehensive training materials, TUT is committed to fostering a new generation of professionals ready to excel in an interconnected, AI-driven world,” Dr Bruhns concluded.
For more information you can contact the Department on
Mattie Le Clues
Dr Bruhns
