The Impact of Chatbot Integration on Student Engagement and Administrative Efficiency in Digital University Platforms

By MSc. Anxhela DEMA

Abstract
The integration of chatbots into digital university platforms represents a significant and transformative advancement in higher education. These advanced technological tools not only enhance student engagement but also optimize various administrative functions, thereby contributing to the overall efficiency of university operations (Veletsianos & Houlden, 2020). Chatbots offer personalized academic support, improving the student experience through timely, relevant, and automated communication (Pérez, Daradoumis, & Marquès, 2022). By facilitating real-time interactions, they make the educational process more accessible and effective (Molnar & Gütl, 2021). Research highlights that AI-powered chatbots can improve learning outcomes and administrative workflows (Huang et al., 2022). This paper examines the impact of chatbot integration, focusing on the advantages, challenges, and broader implications for both students and educational institutions. Specifically, it explores how chatbots, such as the “UetBot” at the European University of Tirana (UET), can reshape student-university interactions, alleviating administrative burdens, and fostering a more efficient, responsive, and personalized educational environment. UetBot automates responses to frequently asked questions concerning academic policies, course schedules, and registration procedures, thus significantly reducing the workload of university staff and enabling them to concentrate on more complex and high-priority tasks (Rafiq & Hassan, 2020). The effectiveness of chatbots in supporting personalized learning and student autonomy is also well-documented (D’Mello & Graesser,2013). In addition to easing administrative pressures, UetBot enhances the provision of personalized academic support, offering tailored responses based on individual student needs. This system optimizes operational efficiency while ensuring timely access to information, irrespective of office hours or staffing limitations (Kim & Kwon, 2023). Through the automation of routine inquiries, UetBot increases student engagement and satisfaction, thereby improving their overall academic experience (Wollny et al., 2021). The research assesses how the integration of chatbot technologies like UetBot plays a transformative role in shaping the future of higher education by making it more efficient, responsive, and student-centered.
Keywords: Chatbots, Digital University Platforms, AI in Higher Education, Student Engagement, Administrative Efficiency, Natural Language Processing (NLP).

https://doi.org/10.58944/hogg9231