The benefits and drawbacks of implementing chatbots in higher education : A case study for international students at Jönköping University

Abstract: Background A chatbot is a type of modern computing program that uses textual or vocal interfaces to replicate human communication or "chitchat.” is widely used in many large-scale applications. The thought behind this technological advancement was to provide users with quick and instantaneous responses to questions that they would ask when conversing through email or by phone, which has been shown to boost productivity among users and lessen the time being spent on tasks. Purpose The main aim of this thesis is to investigate opinions and behaviors, in terms of perceived benefits and drawbacks, of international students on whether or not implementing a chatbot onto a university’s website can be mutually beneficial for both the university to lessen the number of incoming questions and the prospective students in their decision-making process to select their future school. Method To do this, a mockup chatbot was created with Voiceflow software. The Voiceflow software is a cutting-edge creative tool for teams focused on conversational design and product development. It has been aligned with the TAM model described in the research framework. The participants were placed in the role of prospective students searching the JU website for general and specialized information on the university's study programs, financial arrangements, apprenticeships, exchange overseas, and the enrollment procedure. Participants in the mockup are invited to imagine themselves as potential students interested in applying for a higher education degree at Jönköping University in one of five scenarios. Conclusion The findings of this research provide insights into the benefits and the drawbacks of implementing a chatbot within higher educational institutions that are actively recruiting international students with their English-taught programs, exchange programs, courses, traineeships, etc. The main conclusion of this research is that higher educational institutions such as colleges and universities should opt to implement a chatbot within their website in order to facilitate frequently asked questions that otherwise would take time, for example waiting for a representative to answer the phone and/or waiting for an email reply. When students reside in another time zone, students greatly benefit from a chatbot as it is available 24/7, in addition, having all the necessary information for international students under one roof, students are able to quickly navigate through various information that is relevant to them in a few clicks with the use of a chatbot. On the other hand, findings show that although chatbots are indeed very helpful to international students, there are some drawbacks that should be considered. Major drawbacks introduced by this research include the lack of human assistance in cases where the chatbot is unable to answer complex and/or personal questions or cases where students prefer human contact. Additionally, chatbots require round-the-clock maintenance to keep them up to date with displaying the correct information.