Optimizing Student Support. A Review of the Use of AI Chatbots in Higher Education





counseling, admission requirements, chatbot, artificial intelligence, higher education, natural language, student guidance, educational technology


Introduction: In the era of globalization, service quality is fundamental, especially in the educational sector where student-focused attention is key to their satisfaction and engagement with the institution. Universities are implementing Artificial Intelligence (AI) tools, such as chatbots, to enhance the academic experience. Methodology: This study, utilizing the PRISMA methodology and analyzing data from SCOPUS, Web of Science, and ERIC, examines how chatbots are transforming student support. Results: There is a growing interest among universities in using these technologies to provide efficient service, offering quick responses and support in academic and administrative processes through personalized recommendations. Discussion: The findings highlight the significance of these tools, emphasizing the need for advanced machine learning and careful interaction design. However, the implementation of AI in the educational field presents significant challenges, such as data security and privacy, which require comprehensive strategies. Conclusions: This analysis underscores the importance of continuous evaluation of the effectiveness and acceptance of AI-based interventions, to optimize academic performance and student retention.


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Author Biography

Nuria Segovia-García, Corporación Universitaria de Asturias

PhD in Education from the International University of La Rioja and Degree in Pedagogy from the University of Salamanca. Member of the Sinergia Digital research group. Director of the Master's Degree in Education and Digital Pedagogical Development at the European Graduate Institute and the Master of Education in Instructional Design and Technology at SUMMA University. She has published more than 15 peer-reviewed articles in academic journals and has written more than 30 book chapters resulting from research. Currently, she is a PhD candidate in Administrative Sciences at the European University of Monterrey.


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How to Cite

Segovia-García, N. (2024). Optimizing Student Support. A Review of the Use of AI Chatbots in Higher Education. European Public & Social Innovation Review, 9, 1–20. https://doi.org/10.31637/epsir-2024-324