Evaluation, development & testing of an educational support chatbot
Cardiff Metropolitan University
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The majority of the current generation occupying British universities have grown up in an era of instant information. Generation X and Y can barely remember a time before having Google to answer every conceivable question they could ask, so why has this era of instant knowledge gratification not transcribed to universities. Artificial intelligence, more specifically chatbots are becoming an ever present in all facets of human life and how we interact with businesses and brands. But these intelligent bots haven’t been adopted by educational institutions just yet. The aim of this study was to determine whether there is indeed a potential use for a chatbot within a university, specifically Cardiff Metropolitan University. The use of a chatbot would aim to streamline student – university communication as well as accelerating the knowledge search that is a part of every student’s daily life. The design of the bot took place after the gathering of vital quantitative information from both staff members and students which lead to university specific functions being designed. The chatbot was then tested to show real life adoption rates with both parties and showed statistical relevance to the use of the chatbot. Results showed undoubtedly that, if introduced, a university chatbot would have incredibly high adoption rates with both staff and student users. The artificial intelligence would greatly increase the satisfaction across the board of students and would supply a solution to numerous issues for both sets of users. The implications of these findings are considered.
Business Information Systems
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