Design of an AI-Based Chatbot for Handling University Student Complaints: A Case Study of Federal University, Kashere (Kashere LGA, Gombe State)
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Background of the Study
Student complaints are an integral part of university administration, as they provide valuable feedback for improving services, policies, and the overall student experience. However, the traditional method of handling complaints through in-person visits or email communication can be slow and inefficient (Oluwaseun & Onyekachi, 2023). With the rapid growth of technology, AI-based chatbots have emerged as an effective solution for automating student services, including complaint handling. AI chatbots, powered by natural language processing and machine learning, can interact with students in real-time, assess their issues, and either resolve them autonomously or direct them to appropriate administrative departments for further assistance (Umar & Chukwudi, 2024). The integration of AI chatbots into university complaint systems promises to enhance response times, ensure consistent communication, and improve overall student satisfaction.
Federal University, Kashere, located in Kashere LGA, Gombe State, provides an interesting case study for examining the effectiveness of AI-based chatbots in managing student complaints. The university has a diverse student body, and managing their grievances efficiently is essential for maintaining a positive academic environment. This study seeks to design an AI-based chatbot that can automate complaint handling, improving the university’s responsiveness to student concerns.
Statement of the Problem
Federal University, Kashere, currently faces challenges in efficiently handling student complaints through traditional channels, leading to delays, student frustration, and a lack of transparency in the complaint resolution process. The university requires a more efficient and scalable solution that can quickly address student grievances, ensuring timely feedback and resolution. AI-based chatbots offer the potential to address these issues, but their effectiveness in a university setting remains underexplored.
Objectives of the Study
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To design an AI-based chatbot for handling student complaints at Federal University, Kashere.
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To evaluate the effectiveness of the AI-based chatbot in improving the speed and accuracy of complaint resolution.
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To assess student satisfaction with the use of the AI-based chatbot in resolving their complaints.
Research Questions
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How effective is the AI-based chatbot in automating and resolving student complaints at Federal University, Kashere?
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What impact does the AI chatbot have on the speed and efficiency of the complaint resolution process?
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How do students perceive the AI-based chatbot in terms of satisfaction and trustworthiness?
Significance of the Study
This study will contribute to understanding how AI-based chatbots can streamline the process of handling student complaints in universities. The findings could assist Federal University, Kashere, and other institutions in improving their student services and ensuring greater satisfaction and engagement from students.
Scope and Limitations of the Study
The study will focus on the design and evaluation of an AI-based chatbot for handling student complaints at Federal University, Kashere, located in Kashere LGA, Gombe State. It will assess the chatbot’s functionality in addressing complaints but will not explore broader administrative challenges at the university.
Definitions of Terms
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AI-Based Chatbot: A conversational agent powered by artificial intelligence, capable of interacting with users, answering questions, and performing tasks.
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Student Complaints: Grievances or concerns raised by students regarding academic, administrative, or social issues at the university.
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Natural Language Processing: A subfield of AI that enables machines to understand, interpret, and respond to human language.
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