Evaluation of an Ai-Powered Chatbot for University Student Support: A Framework-Based Analysis

Abstract

This study presents a comprehensive evaluation of an AI-powered chatbot designed to assist university students with their inquiries. By employing a structured and rigorous framework, the chatbot's performance is assessed based on diverse feedback from participants with both IT and non-IT backgrounds. The evaluation hones in on four critical dimensions: response relevance, understandability, conversation outcomes, and interaction efficiency. Participants were asked ten questions—nine rated on a scale of 1 to 5 and one open-ended—to offer detailed insights into the chatbot’s functionality. Their feedback provided valuable information on the chatbot’s effectiveness in addressing student queries, ease of use, and its potential to enhance the traditional student support system. The findings reveal key strengths, such as improved response accuracy, alongside areas needing further refinement. This study offers practical insights for developers and decision-makers aiming to optimize AI-powered chatbot solutions for enhanced student support, ultimately contributing to a more streamlined and responsive university environment.

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