The Students’ View on IT-Support Chatbots at Universities - A Case-based Pilot Study

Presenter Information

Raphael Meyer von Wolff, University of GoettingenFollow
Tammo Heuzeroth, University of GoettingenFollow
Sebastian Hobert, University of GoettingenFollow
Matthias Schumann, University of GoettingenFollow

Abstract

Recently, chatbots are widely used in many different scenarios. Mostly driven through business cases, they are applied in information acquisition or first-level support scenarios. As more and more researchers try to leverage the potentials in university settings, research lacks become apparent. Especially the basic attitude and assessment of future users for this type of support channel are lacking. Therefore, we conducted a case-based pilot study for IT-support chatbots at a German university with 93 students. The results (1) show a general positive attitude of the users towards chatbots, and (2) point out a good fit for chatbots in IT-support scenarios. Furthermore, we also show positive and negative aspects of our prototype together with appropriate improvement potentials.

Recommended Citation

Meyer von Wolff, Raphael; Heuzeroth, Tammo; Hobert, Sebastian; and Schumann, Matthias, "The Students’ View on IT-Support Chatbots at Universities - A Case-based Pilot Study" (2020). AMCIS 2020 Proceedings. 7.
https://aisel.aisnet.org/amcis2020/adoption_diffusion_IT/adoption_diffusion_IT/7