Chatbots and Its Impact on the Information Support Service for Students of the Faculty of Computer Science of the Technical University of Manabí

Abstract

AbstractCurrently, the implementation of chatbots or virtual assistants presents great benefits for the companies or institutions that use them, since their use allows the user to establish a communication through a program that is integrated to a certain messaging system. Virtual assistants are programmed to communicate with the client and solve their doubts without a person attending them, and their main advantage is that they are always available to interact with users at any time the person requires it. This research aims to evaluate how it affects the use of chatbots in the process of counseling students of the Technical University of Manabi, since with all the technological advances that have been occurring over the years with the implementation of chatbots in the area of education has increased, the application of these virtual assistant systems in schools and universities has increased its popularity of implementation in these times, where virtual education is widely used as a result of the pandemic of covid-19, a situation that has faced the vast majority of countries worldwide.The methodology used for this research is quantitative, bibliographic and experimental. Bibliographic because a research is carried out on works related to the proposed topic. Experimental because it is based on the development of a chatbot in Telegram, which will be executed and subsequently evaluated through a Likert scale survey that aims to determine the QoS of users with respect to the chatbot. The results obtained from the student surveys show a high level of acceptability and satisfaction with the chatbot service, therefore, it is recommended that this service be incorporated at the institutional level, in order to provide information support to users without time constraints.KeywordsChatbotLikert scaleSupportEducationImplementation