Open AccessA implantação de chatbot para melhorar o atendimento das instituições de ensino superior durante a COVID-19
Author(s) -
Gustavo Silva Gonçalves,
Thiago de Luca Sant'ana Ribeiro,
José E. Teixeira,
Benny Kramer Costa
Publication year - 2022
Publication title -
international journal of innovation
Language(s) - English
Resource type - Journals
ISSN - 2318-9975
DOI - 10.5585/iji.v10i1.20652
Subject(s) - chatbot , personalization , context (archaeology) , originality , relevance (law) , service (business) , computer science , higher education , knowledge management , process (computing) , world wide web , business , sociology , qualitative research , political science , marketing , paleontology , social science , law , biology , operating system
Objective of the study: Present the customer service chatbot solutions implemented by MKT4EDU in three Brazilian HEIs.Methodology/Approach: We adopted the case study as a research method. In-depth interviews with four employees of MKT4EDU, the company responsible for the changes implemented in the student support processes at 3 HEIs, collected the data for this technical report interviews.Originality/Relevance: Describes in detail the chatbot implementation process adopted at these HEIs and the results obtained.Main Results: After implementing the changes, by introducing automated bots available 24/7, HEIs met the pent-up demands for student services at a lower cost.Theoretical/ Methodological Contribution: This study contributes to the chatbot literature by investigating how the education sector can implement this technology from five perspectives: interaction, information, accessibility, entertainment, and customization. We present the number of conversations between chatbot and users and the main topics addressed in these conversations.Social/Management Contribution: By reporting the improvements implemented with chatbot technology in three different HEIs at a time of crisis, we believe we are collaborating with organizations that face similar situations and need to adapt to a new context.