An Approach Towards the Development of a Hybrid Chatbot for Handling Students’ Complaints
Year: 2020
Type: article
Abstract: The communication between students and staff in most university system is done manually. This is strenuous and time-consuming with the lecturers having to answer same type of questions over and over again with same answers. This problem can be solved partially if students are availed the opportunity to interact with a chatbot which would be able to respond to their questions. Chatbots are artificial intelligence programs that are able to act and maintain a certain level of conversation with real people.The study develops a chatbot system- CSC StudentBuddy (hosted using Facebook Messenger Platform with A Facebook Page acting as the bridge), to reduce these challenges in the Department of Computer Science, University of Benin, Benin City. Data was collected by the interview method. The respondents were 400 level/final year students and lecturers in the department. The chatbot was built with an easy-to-understand non-coding bot building platform- Chatfuel. The build-up of the chatbot was then conceptualized and birthed into a functional prototype. Then, usability validation testing and analysis were conducted with the respondents and feedback was received in form of surveys. The feedback generated was used to improve the bot. Keywords: Chatbots, Communication, Conceptualized, Usability Testing, Prototype Artificial Intelligence.
Author: Fidelis Odinma Chete
Institution: University of Benin
Language: English
Topic: AI in Service Interactions
Subfield: Marketing
Domain: Social Sciences
SDG: Quality education
Open Access status: hybrid
OpenAlex ID: W3080979856