Intelligent Chatbot for Admission in Higher Education

Abstract

Universities assist prospective students by giving counselling services and information, which is usually done directly at the educational institution, over the phone, or through social media accounts that is available on the college website. However, increasing visitors cause longer wait times due to officers’ restricted availability, resulting in lower satisfaction among prospective new students. Furthermore, this service is only available during university or college business hours. One possible solution to solve this problem is to use a chatbot to answer frequent questions raised by prospective new students. Intelligent chatbot for university admission is discussed in this study. Botsify platform was used to develop the chatbot for admission. 42 postgraduate students clicked on the chatbot link, most of them from Princess Nourah University. These students interacted with the chatbot by asking numerous questions and receiving responses from the chatbot. The chatbot performance was measured by using both the chatbot usability questionnaire and Confusion Matrix. According to the study’s findings, the chatbot system that was created could correctly and adequately answer questions provided by prospective students while the questions were stored in the chatbot knowledge. The measurement of chatbot performance was done by using Chatbot Usability Questionnaire (CUQ) which consisted of sixteen balanced questions about various elements of chatbot usability. The participants’ number of the Chatbot Usability questionnaire were 22. The result of the CUQ average was 76.6. At the same time, the Confusion Matrix was used to evaluate the chatbot performance and the accuracy of the chatbot was 91%.