Chatbots as a support tool for university orientation
DOI:
https://doi.org/10.21556/edutec.2024.87.2971Keywords:
Artificial Intelligence, chatbots, university, orientation, educationAbstract
The advance of technologies has led to the implementation of Artificial Intelligence (AI) in the education sector. Therefore, paying attention to the quality of the services offered by AI. This study aims to know the quality of the automatic counseling systems (chatbots) offered by universities in Spain. To this end, observation has been used as a technique for collecting information. Two checklists have been constructed to measure both the general aspects of the chatbot procedure and the doubts raised by students in Internet forums and organized into 4 thematic blocks. This tool was validated through a pilot study and applied in 15 public universities that have this service. The results show that the quality of the service is determined both by the information provided by the university and by the company that designs the chatbot, as it has been found that there is a low percentage of responses with a sufficient degree of adjustment. Even so, their level of detail is considerable. Therefore, there is no denying the positive impact that AI is beginning to have on university counseling services.
Funding
University of Leon
University of León
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