Chatbot to Support Frequently Asked Questions from Students in Higher Education Institutions

• José Rodrigues Neto UFRPE
• Péricles B. C. Miranda UFRPE
• Rafael Ferreira Mello UFRPE
• André C. A. Nascimento UFRPE

DOI: https://doi.org/10.5753/eniac.2022.227553

Abstract

Chatbots are tools that use artificial intelligence to simulate human conversation. They can be used for different applications, such as providing customer service within an e-commerce store, filling out forms or answering FAQs (Frequently Asked Questions). This work proposes the development of a chatbot to help students from a Brazilian public university in the search for information related to doubts in subjects, administrative processes, and general doubts about their course or university. The developed system is able to deliver a high accuracy in the classification of the intention of the question and to have an answer to the user in a wide range of different topics.

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