Examination of the Applications and Requirements of a Chatbot in Administrative Student Services

Background: The sentiment at the Karlsruhe Institute of Technology (KIT) among students reveals relatively low satisfaction with administrative support from student services (Studierendenservice). One potential solution is the implementation of chatbots based on positive experiences in other fields and companies, such as customer support services.
Objective: The literature is divided on the potential of chatbots in the administrative environment of universities. Therefore, this study examines the acceptance, potential application areas, and usage requirements for a chatbot in student services.
Methods: In a standardized online survey conducted with 58 students from various disciplines and study stages, the acceptance, potential application areas, and usage requirements were assessed through open-ended and closed-ended questions. The qualitative responses were coded based on the inductive category formation and deductive category application process model.
Results: The results indicate a tendency to use the chatbot for services that require minimal personal consultation, such as providing information and access to formal documents. ... mehrThe chatbot is intended to serve as the first point of contact for inquiries to student services, delivering complete, accurate, and prompt responses. Furthermore, it is evident that the willingness to use chatbots positively correlates with previous
satisfaction with chatbot experiences.
Conclusion: The chatbot is not intended to replace student services but rather complement their existing work and, when necessary, redirect inquiries to personal contact persons.