Benefits and Barriers of Chatbot Use in Education Technology and the Curriculum: Summer 2023

Additionally, chatbots streamline administrative tasks, such as admissions and enrollment processes, automating repetitive tasks and reducing response times for improved efficiency. With the integration of Conversational AI and Generative AI, chatbots enhance communication, offer 24/7 support, and cater to the unique needs of each student. AI and chatbots have a huge potential to transform the way students interact with learning. They promise to forever change the learning landscape by offering highly personalized experiences for students through tailored lessons. With a one-time investment, educators can leverage a self-improving algorithm to design online courses and study resources that go beyond the one-size-fits-all approach, dismantling the age-old education structures.

Finally, the significant impact of perceived benefits and individual impact on behavioral intentions underscores the importance of demonstrating the tangible benefits of AI chatbot use in education to users. Making these benefits clear to users could encourage greater adoption and more effective use of AI chatbots in educational settings. Lastly, the results confirmed the strong effect of behavioral intention on actual behavior (H11), as suggested by (Ajzen, 1991). Also, innovativeness positively affected behavioral intention and behavior (H12a, H12b), adding to the growing literature on innovation adoption (Rogers, 2010).

Concurrently, it was evident that the self-realization of their value as a contributing team member in both groups increased from pre-intervention to post-intervention, which was higher for the CT group. Conversely, it may provide an opportunity to promote mental health (Dekker et al., 2020) as it can be reflected as a ‘safe’ environment to make mistakes and learn (Winkler & Söllner, 2018). Furthermore, ECs can be operated to answer FAQs automatically, manage online assessments (Colace et al., 2018; Sandoval, 2018), and support peer-to-peer assessment (Pereira et al., 2019). Qualitative data, obtained from in-class discussions and assessment reports submitted through the Moodle platform, were systematically coded and categorized using QDA Miner. The goal was to analyse and identify the main benefits and drawbacks of each AIC as perceived by teacher candidates. These themes were cross-referenced with the different components of the CHISM model to establish correlations as shown in Table 7.

Study Limitations

You.com is great for people who want an easy and natural way to search the internet and find information. It’s an excellent tool for those who prefer a simple and intuitive way to explore the internet and find information. It benefits people who like information presented in a conversational format rather than traditional search result pages. YouChat gives sources for its answers, which is helpful for research and checking facts.

According to Adamopoulou and Moussiades (2020), it is impossible to categorize chatbots due to their diversity; nevertheless, specific attributes can be predetermined to guide design and development goals. For example, in this study, the rule-based approach using the if-else technique (Khan et al., 2019) was applied to design the EC. The rule-based chatbot only responds to the rules and keywords programmed (Sandoval, 2018), and therefore designing EC needs anticipation on what the students may inquire about (Chete & Daudu, 2020). Furthermore, a designer should also consider chatbot's capabilities for natural language conversation and how it can aid instructors, especially in repetitive and low cognitive level tasks such as answering FAQs (Garcia Brustenga et al., 2018).

This can enhance users’ perception of their competence, resulting in more effective knowledge acquisition and application (H1). A chatbot in the education industry is an AI-powered virtual assistant designed to interact with students, teachers, and other stakeholders benefits of chatbots in education in the educational ecosystem. Using advanced Conversational AI and Generative AI technologies, chatbots can engage in natural language conversations, providing personalized support and delivering relevant information on various educational topics.

Empirical studies have positioned ECs as a personalized teaching assistant or learning partner (Chen et al., 2020; Garcia Brustenga et al., 2018) that provides scaffolding (Tutor Support) through practice activities (Garcia Brustenga et al., 2018). They also support personalized learning, multimodal content (Schmulian & Coetzee, 2019), and instant interaction without time limits (Chocarro et al., 2021). Furthermore, ECs were found to provide value and learning choices (Yin et al., 2021), which in return is beneficial in customizing learning preferences (Tamayo et al., 2020). The concept of benefits is the perceived advantage or gain a user experiences from the use of the IT (Al-Fraihat et al., 2020). The rationale for considering individual impact and benefits as separate constructs in this research stems from the subtle differences in their underlying meanings and implications in the context of using AI chatbots like ChatGPT.

The choice of Spain and the Czech Republic was primarily based on convenience sampling. The two researchers involved in this study are also lecturers at universities in these respective countries, which facilitated access to a suitable participant pool. Additionally, the decision to include these two different educational settings aimed to test the applicability and effectiveness of AICs across varied contexts. The study found similar results in both settings, strengthening the argument for the broader relevance and potential of AICs in diverse educational environments. The third area explores how AICs' design can positively affect language learning outcomes. Modern AICs usually include an interface with multimedia content, real-time feedback, and social media integration (Haristiani & Rifa’I, 2020).

The solution may be situated in developing code-free chatbots (Luo & Gonda, 2019), especially via MIM (Smutny & Schreiberova, 2020). Moreover, it has been found that teaching agents use various techniques to engage students. Other teaching agents provide adaptive feedback (Wambsganss et al., 2021).

Educational chatbot design, development, and deployment

The results of this study confirmed a positive correlation between self-learning of ChatGPT and knowledge acquisition and application, consistent with prior research on AI-driven learning tools (H1a, H1b) (Jarrahi et al., 2023). The results mean that as students engage with ChatGPT, they acquire new knowledge, which is then processed and incorporated into their existing knowledge base. Also, interacting with ChatGPT not only helps students gain new knowledge but also aids them in applying this knowledge in various scenarios, consequently resulting in a higher individual impact.

Conversational agents have been developed over the last decade to serve a variety of pedagogical roles, such as tutors, coaches, and learning companions (Haake & Gulz, 2009). Chatbots have been utilized in education as conversational pedagogical agents since the early 1970s (Laurillard, 2013). Pedagogical agents, also known as intelligent tutoring systems, are virtual characters that guide users in learning environments (Seel, 2011). Conversational Pedagogical Agents (CPA) are a subgroup of pedagogical agents.

Regarding gender, 81% of the participants were females, while 19% were male students. In this research, the term chatbot (AIC) is used to refer to virtual tutors integrated into mobile applications specifically designed for language learning to provide students with a personalized and interactive experience. These AICs may cover different aspects of language learning, such as grammar, vocabulary, pronunciation, and listening comprehension, and use various techniques to adapt to the user's level of proficiency and tailor their responses accordingly. Artificial intelligence (AI) has emerged as a transformative force with profound implications for higher education.

• The remaining chatbots were evaluated with evaluation studies (27.77%), questionnaires (27.77%), and focus groups (8.33%).
• It should be noted that sometimes chatbots fabricate information, a process called “hallucination,” so, at least for the time being, references and citations should be carefully verified.
• In response, developers can strengthen the privacy features of AI chatbots, clearly communicate their data handling practices to users, and ensure compliance with stringent data protection regulations.
• Moving on, we present a comprehensive analysis of the results in the subsequent section.
• However, the use of technology in education became a lifeline during the COVID-19 pandemic.

Find support for a specific problem in the support section of our website. Hardly a day passes without a report of some new, startling application of Artificial Intelligence (AI), the quest to build machines that can reason, learn, and act intelligently. Both authors have read and agreed to the published version of the manuscript. The datasets generated and/or analysed during the current study are not publicly available due privacy reasons but are available from the corresponding author on reasonable request.

Rule-based chatbots are the ones that give the user a choice of options to click on to get an answer to a specific query. These bots only offer a limited selection of questions, but you can use them to answer your customers’ most FAQs. Available 24×7One of the best benefits of chatbots is their 24/7 availability. However, this needs massive teams, with employees answering phone calls day in and day out. Yes, it’s good to see how far a company can go to keep its customers happy. But even with such enormous human resources at the organization’s disposal, customers still tend to wait.

One significant advantage of AI chatbots in education is their ability to provide personalized and engaging learning experiences. By tailoring their interactions to individual students’ needs and preferences, chatbots offer customized feedback and instructional support, ultimately enhancing student engagement and information retention. However, there are potential difficulties in fully replicating the human educator experience with chatbots. While they can provide customized instruction, chatbots may not match human instructors' emotional support and mentorship. Understanding the importance of human engagement and expertise in education is crucial.

If you have concerns about OpenAI’s dominance, Claude is worth exploring. Chat by Copy.ai is perfect for businesses looking for an assistant-type chatbot for internal productivity. It is built for sales and marketing professionals but can do much more.

Students worked in a group of five during the ten weeks, and the ECs' interactions were diversified to aid teamwork activities used to register group members, information sharing, progress monitoring, and peer-to-peer feedback. According to Garcia Brustenga et al. (2018), EC can be designed without https://chat.openai.com/ educational intentionality where it is used purely for administrative purposes to guide and support learning. The ECs were also developed based on micro-learning strategies to ensure that the students do not spend long hours with the EC, which may cause cognitive fatigue (Yin et al., 2021).

To sum up, Table 2 shows some gaps that this study aims at bridging to reflect on educational chatbots in the literature. For these and other geopolitical reasons, ChatGPT is banned in countries with strict internet censorship policies, like North Korea, Iran, Syria, Russia, and China. Several nations prohibited the usage of the application due to privacy apprehensions.

Customer Service Suite

Before they even use ChatGPT, I help students discern what is worth knowing, figuring out how to look it up, and what information or research is worth “outsourcing” to A.I. I also teach students how to think critically about the data collected from the chatbot — what might be missing, what can be improved and how they can expand the “conversation” to get richer feedback. The following references provide information about how to communicate standards about artificial intelligence to your students and how you can leverage the benefits of artificial intelligence to facilitate student learning.

Chatbots are available to answer customer questions at any hour, day or night. Now, the customer can ask a query to the chatbot and get an instant reply or get sent to the page with the right product. For example, let’s say you have a gift box business with different packages for a variety of occasions. This will save your agents time because they’ll know who Chat GPT they’re speaking with and what stage of the sales funnel they’re at. Let’s dive in and discover what are the benefits of a chatbot, the challenges of chatbot implementation, and how to make the most out of your bots. Drive customer satisfaction with live chat, ticketing, video calls, and multichannel communication - everything you need for customer service.

The implications of the research findings for policymakers and researchers are extensive, shaping the future integration of chatbots in education. The findings emphasize the need to establish guidelines and regulations ensuring the ethical development and deployment of AI chatbots in education. Policies should specifically focus on data privacy, accuracy, and transparency to mitigate potential risks and build trust within the educational community. Additionally, investing in research and development to enhance AI chatbot capabilities and address identified concerns is crucial for a seamless integration into educational systems.

This is not possible when your representatives have hundreds of requests piled up from clients. But the pile can loosen up if the bots take over the simple or common requests, leaving only the most complex ones for your human agents to deal with. Your website’s bounce rate largely depends on how absorbed the users are in browsing your content. It is the percentage of visitors who stop browsing your site after opening the first page. Bots also proactively send notifications to website visitors and help to speed up the purchase decision process.

Student feedback can be invaluable for improving course materials, facilities, and students' learning experience as a whole. Educational institutions rely on having reputations of excellence, which incorporates a combination of both impressive results and good student satisfaction. Chatbots can collect student feedback and other helpful data, which can be analyzed and used to inform plans for improvement. Prior to the release of ChatGPT, chatbots in education have been studied extensively. Several systematic literature reviews have been conducted outlining the benefits of chatbot use in education.

Universities must establish clear guidelines and policies to ensure that students use AI tools appropriately and give proper credit to original sources. Chatbots have affordances that can take out-in-the-world learning to the next level. The most important of those affordances is that chatbots can respond differently to each learner, depending on what they say or ask, so the experience adapts to the learner. This can increase the learner’s sense of agency and their ownership of the learning process. Therefore, it was hypothesized that using ECs could improve learning outcomes, and a quasi-experimental design comparing EC and traditional (CT) groups were facilitated, as suggested by Wang et al. (2021), to answer the following research questions. CSUNny was and is monitored by humans and can direct students to those humans to answer questions it cannot.

The release of Chat Generative Pre-Trained Transformer (ChatGPT) (OpenAI, 2023a) in November 2022 sparked the rise of the rapid development of chatbots utilizing artificial intelligence (AI). Chatbots are software applications with the ability to respond to human prompting (Cunningham-Nelson et al., 2019). At the time of its release, ChatGPT was the first widely available chatbot capable of generating text indistinguishable, in some cases, from human-generated text (Gao et al., 2022).

Peer agents

It cites its sources, is very fast, and is reasonably reliable (as far as AI goes). For those interested in this unique service, we have a complete guide on how to use Miscrosfot’s Copilot chatbot. Perplexity AI is a search-focused chatbot that uses AI to find and summarize information.

Implementing a chatbot is much cheaper than hiring employees for each task or creating a cross-platform solution to deal with repetitive tasks. You can even cut down on the staff that your business needs to function—You’ll still need a few agents to overlook the activities and jump in whenever needed, but the bots can speed up the process. Another advantage of a chatbot is that it can qualify your leads before sending them to your sales agents or the service team. A bot can ask questions related to the customer journey and identify which leads fit which of your offerings. Companies across all industries are using chatbots to improve customer service and boost sales. Brands like Nitro Cafe, Sephora, Marriott, 1–800 Flowers, Coca-Cola,Snap-Travel are good examples of this.

The second dimension of the CHISM model, focusing on the Design Experience (DEX), underscores its critical role in fostering user engagement and satisfaction beyond the linguistic dimension. Elements such as the chatbot interface and multimedia content hold substantial importance in this regard. An intuitive and user-friendly interface enriches the overall user experience and encourages interaction (Chocarro et al., 2021; Yang, 2022). Additionally, the incorporation of engaging multimedia content, including videos, images, and other emerging technologies, can also increase users' attention and engagement (Jang et al., 2021; Kim et al., 2019).

• Undoubtedly, instructors need to provide guidelines to students about the appropriate and inappropriate uses of artificial intelligence tools.
• Keep up with emerging trends in customer service and learn from top industry experts.
• It excels at capturing and retaining contextual information throughout interactions, leading to more coherent and contextually relevant conversations.
• A benefit of a chatbot is that bots can entertain and engage your audience while helping them out.
• While students were largely satisfied with the answers given by the chatbot, they thought it lacked personalization and the human touch of real academic advisors.

Consequently, it has prompted a significant surge in research, aiming to explore the impact of chatbots on education. Personalization was found to significantly correlate with novelty value and benefits (H4a, H4b), supporting Kapoor et al.‘s assertion of personalized experiences driving perceived value (Kapoor & Vij, 2018). As well the results are keeping with the observations in previous works (Haleem et al., 2022; Koubaa et al., 2023). The analysis suggests that the tailored experience delivered by ChatGPT is perceived as novel by the users.

Among the numerous use cases of chatbots, there are several industry-specific applications of AI chatbots in education. Institutions seeking support in any of these areas can implement chatbots and anticipate remarkable outcomes. Chatbots serve as valuable assistants, optimizing resource allocation in educational institutions. By efficiently handling repetitive tasks, they liberate valuable time for teachers and staff. As a result, schools can reduce the need for additional support staff, leading to cost savings.

Other chatbots used experiential learning (13.88%), social dialog (11.11%), collaborative learning (11.11%), affective learning (5.55%), learning by teaching (5.55%), and scaffolding (2.77%). Another example is the study presented in (Ondáš et al., 2019), where the authors evaluated various aspects of a chatbot used in the education process, including helpfulness, whether users wanted more features in the chatbot, and subjective satisfaction. The students found the tool helpful and efficient, albeit they wanted more features such as more information about courses and departments. In comparison, 88% of the students in (Daud et al., 2020) found the tool highly useful. A notable example of a study using questionnaires is ‘Rexy,’ a configurable educational chatbot discussed in (Benedetto & Cremonesi, 2019). The questionnaires elicited feedback from participants and mainly evaluated the effectiveness and usefulness of learning with Rexy.

As Conversational AI and Generative AI continue to advance, chatbots in education will become even more intuitive and interactive. They will play an increasingly vital role in personalized learning, adapting to individual student preferences and learning styles. You can foun additiona information about ai customer service and artificial intelligence and NLP. Moreover, chatbots will foster seamless communication between educators, students, and parents, promoting better engagement and learning outcomes.

Participation was voluntary, and students who actively engaged with the chatbots and completed all tasks, including submitting transcripts and multiple-date screenshots, were rewarded with extra credits in their monthly quizzes. This approach ensured higher participation and meaningful interaction with the chatbots, contributing to the study's insights into the effectiveness of AICs in language education. However, the use of AICs as virtual tutors also presents certain challenges. Some studies have emphasized that interactions with AICs can seem detached and lack the human element (Rapp et al., 2021). Additionally, while AICs can handle a wide range of queries, they may struggle with complex language nuances, which could potentially lead to misunderstandings or incorrect language usage.

A study by Harvard Business Review found that companies that respond to customer inquiries within an hour are seven times more likely to qualify a lead than those that take longer. Chatbots have revolutionized various industries, including the education sector. Now, it’s experiencing a significant shift towards digital transformation. Feature papers are submitted upon individual invitation or recommendation by the scientific editors and must receive

positive feedback from the reviewers. Predicted to experience substantial growth of approximately $9 billion by 2029, the Edtech industry demonstrates numerous practical applications that highlight the capabilities of AI and ML. The American Council on Science and Health is a research and education organization operating under Section 501(c)(3) of the Internal Revenue Code.

Similarly, the chatbot in (Schouten et al., 2017) shows various reactionary emotions and motivates students with encouraging phrases such as “you have already achieved a lot today”. In general, most desktop-based chatbots were built in or before 2013, probably because desktop-based systems are cumbersome to modern users as they must be downloaded and installed, need frequent updates, and are dependent on operating systems. Unsurprisingly, most chatbots were web-based, probably because the web-based applications are operating system independent, do not require downloading, installing, or updating. This can be explained by users increasingly desiring mobile applications.

Though these terms might seem confusing, you likely already have a sense of what they mean. As for the precise meaning of “AI” itself, researchers don’t quite agree on how we would recognize “true” artificial general intelligence when it appears. There, Turing described a three-player game in which a human “interrogator” is asked to communicate via text with another human and a machine and judge who composed each response. If the interrogator cannot reliably identify the human, then Turing says the machine can be said to be intelligent [1].

Multi-Lingual SupportOne of the biggest benefits of chatbots is they can be programmed to support multiple languages. It allows you to give a personalized customer experience, by allowing them to converse in the language they are most comfortable with. Whether you have an international customer base, or your target audience group prefers native language support, the right vendor can help you meet customer expectations in their native language. Applying this theory to the context of this study, it can be suggested that the use of AI technologies like ChatGPT can elicit a range of emotional responses among students. One particular emotion that is of interest in this study is guilt feeling.