UNSW’s Scout: Simplifying Student Life with Agentic AI Technology
Sydney, Australia – August 4, 2025
The University of New South Wales (UNSW), a leading tertiary education institution serving over 70,000 students, has taken a pioneering step towards easing the pressures of university life through the introduction of an innovative AI-driven agent named Scout. Developed by UNSW’s Educational Technology Support team, this agentic AI solution is designed to streamline access to vital information, reduce administrative burdens, and improve overall student and staff wellbeing.
Addressing Student Challenges with Innovative AI
Recognising the complex and sometimes overwhelming nature of university administration—from navigating course outlines and tutorial schedules to finding support services—UNSW’s Manager of Educational Technology Support, Pradhiban Duraisamy, and his dedicated team have been on a mission to simplify these processes. Scout emerged as a response to recurrent student questions and the need for more accessible, immediate assistance.
“Students often find it difficult to find answers amidst thousands of pages on university websites, especially international students unfamiliar with university jargon,” Duraisamy explains. Scout’s objective is clear: to provide a welcoming, easy-to-use digital assistant that offers accurate answers quickly, eliminating barriers to vital information.
How Scout Works: Integrated and Intelligent
Scout operates within UNSW’s Moodle learning management system and employs a hierarchical approach to information retrieval. It draws from multiple knowledge sources organized like a pyramid:
- Top Layer: Specific course details such as tutorial attendance policies and class guidelines, curated through Microsoft Power Apps.
- Second Layer: Publicly available course outlines, which include contacts, learning outcomes, assessment guides, and lecture materials.
- Third Layer: Extensive university resources and services information—covering policies, programs, student societies, and support offerings hosted on UNSW websites.
- Fallback: If no adequate response is found in the above layers, Scout leverages Microsoft Azure OpenAI’s GPT capabilities for dynamic answers.
All responses include direct UNSW source links to ensure transparency and validation, strengthening student confidence in the information provided.
Positive Impact and Expanding Reach
Since its pilot launch with 1,000 students, Scout’s user base has expanded to 7,500 participants. Usage data indicates that 58% of interactions occur outside traditional support hours, demonstrating Scout’s capacity to fill service gaps and alleviate pressure on university staff.
Importantly, ongoing testing confirms that Scout maintains reliable communication, with no reports of misinformation among surveyed users. Additionally, students have actively engaged with the development team, suggesting enhancements such as personalized course recommendations aligned with career goals and prior academic history.
Empowering Educators to Focus on Teaching
Scout’s impact extends to UNSW’s teaching staff. By resolving routine administrative queries, Scout frees educators to engage with students on deeper academic matters. Duraisamy notes a notable shift in student-lecturer interaction quality, with questions now focusing on research topics and classroom concepts rather than logistical concerns.
“This improvement aligns perfectly with our goal to enhance meaningful academic discourse by reducing the administrative load on faculty,” Duraisamy says.
Enhancing Student Wellbeing Through Empathetic AI
Looking forward, the UNSW team envisions Scout evolving beyond information provision to actively supporting student wellbeing. Planned features include appointment booking for learning adjustments and personalized assistance with mental health services, especially during high-stress periods like exams.
Scout is being designed to respond empathetically, acknowledging students’ concerns before guiding them to appropriate resources, potentially improving access to critical support services and alleviating student stress.
A Blueprint for Broader Adoption
UNSW’s experience underscores the value of locally developed, agile AI solutions in educational environments. Duraisamy encourages other institutions to embrace agentic AI projects, citing the ease of implementation using tools like Microsoft Power Platform’s low-code capabilities.
“Pilot programs allow real-time feedback and iterative improvements, ensuring the technology truly meets student and staff needs,” he advises. “Once initiated, you discover the vast possibilities that AI can unlock within education.”
Conclusion
UNSW’s Scout is a compelling example of how agentic AI can transform the educational landscape by simplifying access to information, empowering both students and educators, and fostering a supportive campus community. As higher education institutions worldwide seek innovative ways to enhance their offerings, Scout offers a promising model for leveraging AI to deliver tangible benefits in teaching, learning, and wellbeing.
For more information about Scout and UNSW’s innovative use of AI technology, visit UNSW’s official Educational Technology Support website or Microsoft’s education news portal.
