RT journal article
T1 Chatbot for Communicating with University Students in Emergency Situation
A1 Balderas Alberico, Antonio
A1 García-Mena, Roberto Fermín
A1 Huerta Gómez de Merodio, Milagros
A1 Mora Núñez, Néstor
A1 Dodero Beardo, Juan Manuel
A2 Ingeniería en AutomáticaElectrónica, Arquitectura y Redes de Computadores
A2 Ingeniería Informática
K1 Chatbot
K1 Students
K1 Emergency situation
K1 COVID-19
AB Chatbots have arrived in higher education, and professors are trying to make the most of them. Typically, chatbots are used to help students learn academic subjects. In times of crisis, such as the COVID-19 pandemic, students who were not living with their families during the course, especially international students, were isolated and in critical situations. The student services offices were in constant contact with these students to solve problems, advise them and support them during their stay, within the constraints of confinement and the guidelines dictated by the country at the time. The student services offices were overwhelmed trying to help these students because, although the students' problems were very recurrent, the government guidelines changed from one day to the next. This article proposes the use of a chatbot to provide initial support to students during crisis situations, and facilitate communication between them and the university. The chatbot was tested by more than 160 students and student services staff. The findings support the use of chatbots as a potential tool to facilitate communication with students in emerging emergency situations, and encourage universities to adopt these types of smart tools to be prepared to respond quickly and efficiently to students in times of crisis.
PB Cell Press
SN 2405-8440
YR 2023
FD 2023-08-30
LK http://hdl.handle.net/10498/33359
UL http://hdl.handle.net/10498/33359
LA eng
DS Repositorio Institucional de la Universidad de Cádiz
RD 21-sep-2026