Leadership readiness for AI chatbots in higher education: a Delphi-based managerial competency and governance framework

With the rapid expansion of artificial intelligence technologies in higher education, chatbots have become increasingly important as interactive tools in educational and administrative processes. This study aims to develop a managerial competency framework to prepare leadership for the implementation of intelligent chatbots in Iranian universities. Initially, through content analysis and a comprehensive literature review, key components of managerial competencies and policy requirements were identified. Subsequently, the Delphi method was employed to validate and refine these components with the input of expert panelists. The validation process was conducted through a two-round Delphi study involving 12 experts in higher education leadership, AI governance, and digital learning. The findings revealed that academic leaders must possess three core competencies: strategic technological literacy, digital transformation and change leadership, and ethical judgment with interpersonal skills. In addition, effective policy requirements for chatbot implementation include participatory governance, clear ethical and legal frameworks, and ongoing oversight and evaluation mechanisms. The proposed model, by integrating human and institutional dimensions, offers a practical tool for university managers to harness chatbots effectively while upholding ethical standards and legal compliance. This framework supports leadership in navigating digital transformation responsibly within higher education environments. By situating the framework within a centralized higher education system, this study offers a context-sensitive governance model that conceptually bridges individual leadership competencies and institutional AI policy structures.