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This study investigates the impact of AI chatbots on student support and engagement within UK higher education, specifically focusing on Business and Economics cohorts at both undergraduate and postgraduate levels. The rule-based, decision-tree chatbot was deployed to provide general and unit-specific information, and its effectiveness was assessed using quantitative engagement metrics and qualitative student feedback. The chatbot achieved an estimated success rate of 59% in resolving student queries, underscoring its capability in addressing both administrative and academic inquiries. Student feedback revealed that 100% of respondents valued the expedited query resolution, 91% successfully located relevant information, and 74% reported increased engagement with their courses. These findings indicate that AI chatbots can complement traditional educational resources by offering prompt, accessible support, ultimately enhancing the student experience. This research advocates for the broader integration of AI-driven tools in higher education to meet the demands of digital transformation, creating more inclusive and dynamic learning environments.
Kremantzis et al. (Sat,) studied this question.