The best AI chatbots for education


higher ed chatbot use cases

By integrating ChatGPT into an e-commerce platform, companies can provide their customers with a more personalized and efficient shopping experience. The introduction of chatbots and chatbot technology will be helped by the fact that no discernible differences are found in the survey between different demographic groups. Since chatbots are intended to mediate or help in this interaction, it is essential to understand the kind of interaction that teachers prefer.

higher ed chatbot use cases

Besides, the comments from the experimental cohort suggest that the student gained understanding and confidence to complete the course which translated in their improved academic performance. They also found learning to be interesting and interactive as their engagement with the chatbot enhanced the organization and re-examination of knowledge acquired. This outcome is consistent with Chang et al. (2021) finding that students’ awareness arose due to the possibility to grasp and perform in-depth thinking by studying pertinent information.

Top 5 Use Cases for Universities Using Chatbots

This is because, with a bot handling the most straightforward requests, agents can spend more time on complex and sensitive issues that require more attention. With a bot in place, universities and colleges can immediately offer around-the-clock support, providing real-time answers to common questions. This significantly increases opportunities to engage with prospective students at home, and also international students abroad who live in different time zones. Advancements in technology are providing higher education with effective ways to improve student support across every stage of the student lifecycle, and chatbots are becoming key to this.

higher ed chatbot use cases

Theoretical, descriptive, observational, and non-experimental studies were excluded from the search as the main aim was to look for empirically verified findings. The search was conducted in two well-established databases, i.e., Scopus and Web of Science, in the titles of the articles, their abstracts, and keywords as this is sufficient to generate a reliable and adequate core of articles to be further analyzed. The term “intent” describes the question a student requested, to which the chatbot is supposed to answer. At the same time, the entity represents a trigger connected to the intent to render a distinct and individualized context for the intent. We included additional 70 intents (short text expressions, e.g. ‘Hi super programmer’, ‘Good job’, ‘I’m always at your service’) to engage and motivate the students during the interaction.

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The results, when grouping by teaching experience, confirm that experienced teachers are just as open to change and willing to embrace new technological challenges as younger educators. From this concrete plot it is interesting as well to observe the fact that very few young teachers are willing to use chatbots for other uses. This reinforces the hypothesis thrown at the beginning of this section that younger teachers have less experience to consider new ways of using chatbots in their daily work. For answering RQ2, teachers were provided with a list of different potential chatbot functionalities (use cases) and were requested to indicate whether each given use case would be useful in their classes. However, the success of this adoption largely depends on the willingness and ability of teachers to embrace it, as they are the primary agents in this new educational approach.

higher ed chatbot use cases

In this test, I explained that I was having issues with part of the music player. The support chatbot in the Pandora web app, for instance, does some of the work that a support rep would otherwise have to do. I’m not sure when they removed the functionality from their site and app, but apparently Domino’s Anyware now enables customers to place their orders via voice or text on a variety of devices and platforms. Most students were satisfied with their interactions with the KNUSTbot during the course, as exposed in Table 7. Below there are some representative examples of student statements confirming the positive viewpoints.

Here are some examples of education chatbots

This feedback can help students improve their performance and achieve their educational goals. One of the top use cases for universities using chatbots is in automating the booking of appointments and resources. With this tendency toward introversion, where it’s possible to do so, schools should look for ways that students can get access to tools and services without going through an agent. In the classroom, this extends to student engagement that can help to boost enrollment and curb dropout. Although it may seem counterintuitive, universities using chatbots are an effective tool at providing the most personalized support available.

  • When an institution purchases a chatbot, the bot’s knowledge must be customized to the institution and be distinctive from the knowledge of any other bot.
  • They may have issues with payments, pending transactions, fraud, or other matters.
  • “The students express strong, diverse, and in many cases emotionally charged opinions,” says Hans Malmström, Professor at the Department of Communication and Learning in Science at Chalmers University of Technology.
  • Sentiment analysis is important here because when customers are worried or upset, it’s best to get them to a real person as quickly as possible.
  • Before installing a bot in an educational institution, it is important to probe what it can contribute and the educational, organizational and technical needs.
  • ChatGPT in customer service is all about using the advanced language understanding capabilities of the model to improve the customer experience.

Furthermore, the chatbot online group discussion enhanced learners’ collaborative learning activity and cognitive engagement in discussions (Hew et al., 2022; Kuhail et al., 2022). We also showed that the students communicated more effectively by using English to communicate in the form of Socratic IM with the Chatbot (Belda-Medina and Calvo-Ferrer, 2022). In this mini-review, we pointed out that self-regulatory learning was facilitated through the application of AI chatbots in language classrooms. Using adaptive learning environments and intelligent tutoring systems, chatbots encourage self-regulated learning by enhancing the individual learner’s experience (Mahmoud, 2022). The dynamic process of self-regulated learning, which is comprised of cognitive, affective, motivational, and behavioral components, allows learners to control their own learning (Panadero, 2017). The study indicated that students in the experimental cohort who engaged with the chatbot performed better than students in the control cohort who interacted with the course instructor.

What are the applications of education chatbots?

Overall, ChatGPT in financial services can greatly improve the way financial services are delivered to customers by providing personalized and efficient service. This can lead to increased customer satisfaction and ultimately, help companies make more informed decisions. One of the main ways ChatGPT is used in e-commerce is through conversational search. The model can understand natural language queries from customers and provide relevant product recommendations based on their interests and preferences.

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Talking about the Ukrainian context, most companies propose chatbot services as well. For example, various banks use different types of bots to communicate with clients. As a matter of fact, it is more like a standalone app-organizer, which provides numerous features aside from coping with customer support requests. As you can tell from the name, Drift proposes artificial intelligence to improve customer interactions. The major limitation of this study seems to be a lack of empirical research on this topic. Nevertheless, it provides valuable, up-to-date information for further empirical and theoretical research in this area.

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“Most students have no idea whether their educational institution has any rules or guidelines for using AI responsibly, and that is of course worrying. At the same time, an overwhelming majority is against a ban on AI in educational contexts,” says Hans Malmström. We consider our data to be preliminary and it is not an indication of the market share.

  • By creating groups at various levels (e.g. class, assignment, course), teachers and students have been able to use these apps for bilateral or group-level communication.
  • One of the top use cases for universities using chatbots is in automating the booking of appointments and resources.
  • Use AI chatbots as a first-line defense for as many incoming queries as possible.
  • Examining the mood of the class such as responses to new materials, assignments, exams or external events will help any student-centered teaching strategy, which will also help students (and teachers) achieve their learning objectives.
  • With a shift towards online education and EdTech platforms, course queries and fee structure is what many people look for.
  • For example, if a large number of students want to get information about a specific topic, you can add a new web page that provides that information.

For example, it is unclear whether students in this study engaged more with the chatbot because they come from a more “technical” discipline and they are already familiar with the use of technology. Furthermore, it is important to mention that every instructor reacts differently when it comes to provide timely feedback and creating strong group dynamics with their students, even if they share the same workload with their peers. Moreover, while the chatbot can be very useful for facts to be learned, which require clear right answers, it is not clear how the chatbot could support learning that is centered around students’ developing ideas about a topic or a body of theory. Students’ ability to interact with instructors, by asking questions, is an essential process of learning that can contribute to enhanced academic performance (Harper et al., 2003; Sandu & Guide, 2019; Vlachopoulos & Makri, 2021). University students in Ghana have inadequate interaction with their course instructors during class sessions. This issue is due to the increase in the student–instructor ratio (Essel et al., 2019), reducing time instructors spend with their students.


However, we indicated that more research should be done among low-level foreign language learners since these benefit from using chatbots the least (Yin and Satar, 2020) to address the gaps in the literature. Little by little, chatbots have been entering education, their job so far is not to replace the figure of the teacher, but rather to assume repetitive tasks and of low cognitive level. This is how bots can improve productivity by answering frequently asked questions and as helpers or tutors that accompany the learning process.

Can chatbots be used in education?

Studies have shown that chatbots like ChatGPT can have a significant impact on learning outcomes. By providing personalized support and guidance to students, chatbots can help to improve academic performance and reduce the number of students who drop out of school.

Using AI to identify and respond to potential dropouts has resulted in significant improvements in retention rates at Nova Southeastern University in the USA. Similarly, the University of Sydney implemented a comprehensive AI strategy that resulted in improved service and learning experiences for both current and prospective students, as well as staff members. These examples are just among many other successful use cases of utilizing AI for data insights. As was mentioned before, the main advantage of such technology is to answer common questions. Thanks to their synthetic nature, chatbots can easily reply to repetitive questions.


Read below for 5 of the top use cases for chatbots in higher education, and then download the SlideShare for even more ways that schools and students are benefitting from a university chatbot. For a more in-depth guide, read Higher Education Chatbots – Everything You Need to Know. Chatbots can be used to answer these questions directly, direct visitors to specific pages, or show them explainer videos. Intelligent routing is crucial to this – because a huge range of questions can be asked, you need to make sure that the right person or department receives the chat. Getting it right the first time is very important to Gen Z students, with 75% of Gen Z respondents surveyed saying that they “expect to solve complex problems by speaking to one person”. Cambrian College provides an excellent example of this recruitment strategy in action.

higher ed chatbot use cases

As a result of this, chatbots, and conversational AI, in general, have become much more relevant in 2023. Conversational AI projects are no longer limited to just customer service and businesses are deploying them for numerous other tasks. In this article, we’ll take a look at some of the most popular conversational AI use cases in the eCommerce industry. My priorities in searching for the right bot-building platform were stability and a great end-user experience, and Chatfuel delivered on both. Testing the first version of Ed live in class after just a few clicks was easy for me and exciting for my students. The fact that I can make changes to my bot in Chatfuel and deploy them instantly is important to me too.

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In customer service, ChatGPT can provide quick and accurate responses to customer’s questions and concerns, in a conversational and natural way. In content creation, ChatGPT can be used to generate high-quality, human-like text quickly and with accuracy. In e-commerce, ChatGPT can enhance the online shopping experience by providing personalized and efficient service to customers. In financial services, ChatGPT can improve the way financial services are delivered to customers by providing personalized and efficient service. These chatbots should also be accompanied by analytics on student interaction and possibly some natural language processing (in vernacular language) to help assess the general mood of the class and how different materials or external factors affect it.

  • Chatbots help with communicating information on homework details, dates and schedules to the students and answer all related queries for them.
  • This does not only improve the uptake of these applications, but also shapes the social and educational experiences of students.
  • These interactions are mainly through text and voice, and may even be multimodal, combining image, video, etc.
  • After analyzing the results from the focus groups, it is reassuring that, given the right conditions, students might appreciate the integration of chatbots as part of a course since it simulates and assists them in learning abstract concepts in-depth.
  • According to a recent Healthcare Chatbots Market Research Report, COVID accelerated the need for chatbots in this space.
  • With well-designed conversation flows, chatbots can guide students towards their interests.

Capacity is an AI-powered support automation platform that offers a low-code platform accessible through conversational AI. It connects your entire tech stack to provide answers to questions, automate repetitive support tasks, and build solutions to any business challenge. Before implementing a chatbot, it’s crucial to identify the specific use cases that the chatbot will address. This will help ensure that the chatbot meets the needs of students and faculty and provides valuable support services. This has truly helped develop online learning and improved distance learning for all.

How do you write a use case for a chatbot?

  1. Automate your website support.
  2. Support customers inside the mobile app.
  3. Handle internal helpdesk support.
  4. Chatbots help to collect customer feedback.
  5. Bots help in order confirmation & tracking shipping.
  6. Chatbots handle refunds & exchange requests efficiently.

Can chatbots replace teachers?

Gates strongly believes that while AI chatbots will be helpful in the education department but it can never replace the work that students and teachers do in the classroom. AI tools will be created for schools in a way that even low-income schools can afford them.

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