CLOUD BASED STUDENT INFORMATION CHATBOT PROJECT

CLOUD BASED STUDENT INFORMATION CHATBOT PROJECT

ABSTRACT

The 21^st century students are tech savvy, and they expect an institution’s or school communication system to be seamless, real-time and customized. Social media has become a preferred tool of communication for connecting and bringing students closer despite the geographical and time boundaries that limited the traditional forms of communication. The use of the social media platform is also ideal for online chatbots. Due to the high social media presence both learning institutions and student queries have increased the need for tools that will enable real-time and 24hours responses. The use of online chatbot is ideal and has significant benefits to an learning institution. However, chatbots adoption in schools is relatively a recent concept and there is limited literature specifically on chatbots adoption models or frameworks especially in Nigeria. A survey was used to collect quantitative data from the students. The data sample was then analyzed using factor analysis and multiple regression analysis. The study established that performance expectancy, effort expectancy, social influence and security were key determinants for chatbot adoption and were being moderated by age, gender and experience.

 

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CHAPTER ONE

INTRODUCTION

1.1 Background

For schools to be successful, they have to be where their students or targeted audience are. The 21^st century students are savvy, and they expect a institution’s or school communication system to be seamless, real-time and customized in such a way that they will be able to get the right answers to their queries or find the products that they are looking for within a short time, or more specifically at a click of a button. Social media has become a preferred tool of communication for connecting and bringing students closer despite geographical and time boundaries that limited the traditional forms of communication. It is also popular- Facebook Messenger alone is estimated to have more than 1.2 billion monthly users. Schools around the world are taking advantage of the use of the social media platforms such as Facebook, Twitter, WhatsApp, and Telegram to reach out to their students and constantly interact with them at a very low budget.

The social networks help schools to have a better understanding of their target audience, facilitate better communication and increase their engagement. Today, a majority of schools are building and reinforcing relationships with their students through their social media networks. It has also ensured that the communication between the schools and their students is two-way, and they (the students) are not only providing their feedback, but also sharing their ideas and suggestions on how schools can improve their communication strategies, products and services to suit the consumers’ needs. Schools are witnessing the benefits of reaching their target audience, regularly interacting with them and creating a community that thrives on communication being in real-time, engaging, fluid and works both ways. It has enabled dialogues and discussions to take place between consumers and representatives of a institution, something that was not possible when schools were using the traditional media platforms. In addition to that, a institution is able to gauge or assess the effectiveness of their messages based on the feedback (likes and re-posting) and comments of the learning institution’s posts. Based on the students’ reaction, a institution will be able to determine on how it can make their products and services become more suitable to their consumers and not guess or assume their needs as was the case before the introduction and popularity of the social media platforms. In addition to that, the way the students feel and think towards a certain learning institution will influence its public perception, and in the end determine the success or failure of a institution.

The use of the social media platform is also ideal for online chatbots. The virtual chatbots are able to imitate human conversations, and therefore help a institution to save time and effort through the automation of their student support. According to the Gartner forecasts, it is expected that by 2020, approximately over 85% of student interactions will be handled with virtual chatbots. However, it is important to point out that chatbots can be able to fulfill other tasks other than providing responses to students’ inquiries. For instance, they can be used to collect information about users, help schools (especially SMEs) to effectively organize their meetings and reduce the overhead costs of a business.

1.2 Statement of the Problem

In the past schools primarily relied on their strategic advertisements to attract their target students and experienced a ton of success, today they have to do more to receive a similar level of success. The 21^st century student is technological savvy and used to receiving information in real-time. Large schools with high volume student interactions have a large number of these queries. Therefore, there is need for successful deployment of tools that will enable their questions to be answered in real-time and offer 24 hours’ responses in a cost effective way. Employing a round the clock student support staff that will effectively handle thousands, if not millions of students queries on a daily basis is not only hectic but it is expensive. Most learning institutions do not want additional expenses in terms of salaries and infrastructure (buying or renting office space, office equipment etc.)

The use of the social media platform is also ideal for online chatbots and has significant benefits to an learning institution. However, chatbots adoption in schools is relatively a recent concept and there is limited literature specifically on chatbots adoption models or frameworks especially in Nigeria. In this study, Nile University was selected and in particular its students who have installed Zuku Fiber to determine if they had used the institution’s chatbot for communication purposes and queries resolution. The interest of the study was to assess their overall experience such as how they felt about its performance, overall security and how these factors influenced them in terms of making the chatbot their main mode of communication with their service provider (in this case Zuku).

1.3 Purpose of the Study

The broad objective of this study is to propose an ICT model for adoption of chatbots in Nigeria for schools with high volume student interactions.

1.4      Objectives

1)   To determine key technological and social factors that influence adoption and use of chatbots in Nigeria.

2)   To develop a model that will be used as blueprint for the adoption and use of chatbots in Nigeria

3)   Use survey method, test the validity and viability of the proposed.

1.5 Research Questions

1)   What are the technological and social factors that influence the adoption and use of chatbots in?

2)   What are the constraints that need to be taken into consideration when designing a framework for the adoption of chatbots?

3)   What are the best methods to use to test the validity and viability of the proposed model?

1.5      Significance of the Study

The implementation of chatbots in the messaging platform, which are used by a majority of students today, creates an opportunity for schools that want to interact in a one-on-one conversation with their users. The advent of new technologies has revolutionized the way students interact with each other and with schools. The integration of messaging apps allows students to chat with bots, ask questions, and receive answers within a short duration and also appropriate recommendations. Chatbots are considered to be useful for schools to be able to automate student service replies and interact with students in real-time. This will enhance the communication between students and schools that they purchase different products and services. This research will be of significance to learning institutions that offer student service in various platforms such as banks, insurance, airlines and consulting industries.

1.7      Scope of the Study

The study focuses on the adoption of chatbots by schools in Nigeria. The research was focused on learning institutions that are currently using Telegram chatbots to fulfill certain activities in their schools. It also addressed the reasons why the adoption of chatbots in Nigeria is occurring at a slower pace than is the case in the developed nations. In this regard, the study identified the challenges that learning institutions are facing in trying to integrate chatbots in their institution operations. The study also highlighted the benefits of using chatbots for service industry schools and the future directions of this technology.

CLOUD BASED STUDENT INFORMATION CHATBOT PROJECT

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