Use of chatbots for user service in higher education institutions

Cordero, Jorge; Toledo, Alcides; Guamán, Franco; Barba-Guamán, Luis

doi:10.23919/cisti49556.2020.9141108

Cited by 13 publications

(12 citation statements)

References 20 publications

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“…From this category, we can identify four features: Information: It refers to information, such as educational offers, staff contact data, and study plans, needed by people interested in becoming a student of the institution. Examples of chatbots that provide this kind of information are: [ 23 ], [ 24 ], [ 25 ], [ 26 ], [ 27 ], [ 28 ], [ 29 ], Mekni et al. [ 30 ], [ 31 ], and Ranoliya et al.…”

Section: Related Workmentioning

confidence: 99%

“…This characteristic also exists in the Student/Teacher-Oriented category. Works like [ 23 ], [ 27 ], [ 29 ], Mekni et al. [ 30 ], Ranoliya et al.…”

Section: Related Workmentioning

confidence: 99%

“…This characteristic is also present in the Student/Teacher-Oriented category. Some examples of these chatbots are: [ 27 ] and [ 31 ]. Schedule: It is related to specific information on academic activities, such as events, calls, and evaluations.…”

Section: Related Workmentioning

confidence: 99%

“…This characteristic is also present in the Student/Teacher-Oriented category. Some examples of these chatbots are: [ 27 ] and [ 31 ].…”

Section: Related Workmentioning

confidence: 99%

“… Subjects: In this case, the system can interact with the students about the classes they have registered. [ 27 ], [ 34 ], [ 35 ], [ 37 ], [ 39 ], Gómez Róspide and Puente [ 42 ], [ 43 ], and [ 46 ] are chatbots that allow conversations of this type. Support: It provides students with some type of assistance, e.g., how to use laboratory equipment.…”

Section: Related Workmentioning

confidence: 99%

See 4 more Smart Citations

A Model to Develop Chatbots for Assisting the Teaching and Learning Process

Mendoza

Sánchez-Adame

Urquiza-Yllescas

et al. 2022

Sensors

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Recently, in the commercial and entertainment sectors, we have seen increasing interest in incorporating chatbots into websites and apps, in order to assist customers and clients. In the academic area, chatbots are useful to provide some guidance and information about courses, admission processes and procedures, study programs, and scholarly services. However, these virtual assistants have limited mechanisms to suitably help the teaching and learning process, considering that these mechanisms should be advantageous for all the people involved. In this article, we design a model for developing a chatbot that serves as an extra-school tool to carry out academic and administrative tasks and facilitate communication between middle-school students and academic staff (e.g., teachers, social workers, psychologists, and pedagogues). Our approach is designed to help less tech-savvy people by offering them a familiar environment, using a conversational agent to ease and guide their interactions. The proposed model has been validated by implementing a multi-platform chatbot that provides both textual-based and voice-based communications and uses state-of-the-art technology. The chatbot has been tested with the help of students and teachers from a Mexican middle school, and the evaluation results show that our prototype obtained positive usability and user experience endorsements from such end-users.

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Section: Related Workmentioning

confidence: 99%

“…This characteristic also exists in the Student/Teacher-Oriented category. Works like [ 23 ], [ 27 ], [ 29 ], Mekni et al. [ 30 ], Ranoliya et al.…”

Section: Related Workmentioning

confidence: 99%

Section: Related Workmentioning

confidence: 99%

“…This characteristic is also present in the Student/Teacher-Oriented category. Some examples of these chatbots are: [ 27 ] and [ 31 ].…”

Section: Related Workmentioning

confidence: 99%

Section: Related Workmentioning

confidence: 99%

See 3 more Smart Citations

A Model to Develop Chatbots for Assisting the Teaching and Learning Process

Mendoza

Sánchez-Adame

Urquiza-Yllescas

et al. 2022

Sensors

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show abstract

Improving learning experiences in software engineering capstone courses using artificial intelligence virtual assistants

Gonzalez

Neyem

Contreras‐McKay

et al. 2022

Comp Applic In Engineering

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Students of Software Engineering Capstone Courses face situations and challenges that grant them valuable experiences. However, as this knowledge is acquired through real-life exposure, it is difficult to transmit it across different generations. To deal with this problem, it has been proposed that students record their learnings through a lesson learned model. But the question of how future students can best benefit from these records remains unanswered. This study addresses this problem through the use of Artificial Intelligence (AI) Virtual Assistant combined with a recommender system. Artificial Intelligence Virtual Assistants, as conversational chatbots, are a manifestation of AI via the simulation of conversation with human users. The technology has the potential to provide personalized service to a range of stakeholders. Thus, we seek to move this trend forward by now pushing these capabilities into the field of higher education. Consequently, we aim to assist software engineering students by leveraging collective knowledge to enhance learning experiences.

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