Chatbots in Distance Education: a case study in student support
Abstract
This study investigated the impact of implementing a chatbot in a Distance Education (EAD) initiative aimed at teacher training. The research employed a case study methodology, quantitatively and qualitatively analyzing the effects of transitioning from 100% human support to a hybrid model (chatbot + humans). The results showed a significant reduction in the number of tickets opened per enrollment and per training session after the introduction of the chatbot. The conclusion highlights that the chatbot provided greater efficiency in support and allowed the human team to focus on more complex issues, contributing to the improvement of the user experience.
Keywords:
Chatbot, Distance Education, Support
References
Caldarini, G., Jaf, S. and McGarry, K. (15 jan 2022). A Literature Survey of Recent Advances in Chatbots. v. 13, n. 1, p. 41–41.
Carvalho, M. J. S., de Menezes, C. S., de Nevado, R. A. (2007). Arquiteturas Pedagógicas para Educação a Distância. In: Aprendizagem em rede na educação a distância: estudos e recursos para formação de professores. Porto Alegre: Ricardo Lenz, p. 15-52.
Chokri Kooli (23 mar 2023). Chatbots in Education and Research: A Critical Examination of Ethical Implications and Solutions. Sustainability, v. 15, n. 7, p. 5614–5614.
Cunningham-Nelson, S., Boles, Wageeh, Trouton, L. and Margerison, E. (1 jan 2019). A review of chatbots in education: Practical steps forward.
Fryer, L. and Carpenter, R. (sep 2006). Bots as Language Learning Tools. Language Learning & Technology, v. 10, n. 3, p. 8–14.
Ivan Martins De Andrade and Cleonir Tumelero (5 may 2022). Increasing customer service efficiency through artificial intelligence chatbot. REGE - Revista de Gestão, v. 29, n. 3, p. 238-251.
Kerlyl, A., Hall, P. and Bull, S. (2007). Bringing Chatbots into education: Towards Natural Language Negotiation of Open Learner Models. [R. Ellis, T. Allen, & A. Tuson, Eds.] In Applications and Innovations in Intelligent Systems XIV. Springer.
McTear, M. F. (2017). The Rise of the Conversational Interface: A New Kid on the Block? [J. F. Quesada, F.-J. Martín Mateos, & T. López Soto, Eds.]In Future and Emerging Trends in Language Technology. Machine Learning and Big Data. Springer International Publishing.
Mohammad Amin Kuhail, et al. (9 jul 2022). Interacting with educational chatbots: A systematic review. Education and Information Technologies.
Moraes Neto, A. J. and Fernandes, M. A. (jul 2019). Chatbot and Conversational Analysis to Promote Collaborative Learning in Distance Education. In 2019 IEEE 19th International Conference on Advanced Learning Technologies (ICALT). [link], [accessed on Jun 11].
Ouyang, L., Wu, J., Jiang, X., et al. (2022). Training language models to follow instructions with human feedback. Advances in neural information processing systems, v. 35, p. 27730-27744.
Paiva, F. (2023). Pesquisa Panorama Mobile Time - Mapa do Ecossistema Brasileiro de Bots - Agosto de 2023. Mobile Time. [link], [accessed on Apr 18].
Silveira, C. Da, Silva, A. R. Da, Herpich, F. and Tarouco, L. M. R. (31 dec 2019). Uso de Agente conversacional como recurso de aprendizagem sócio-educacional. Revista Novas Tecnologias na Educação, v. 17, n. 3, p. 668–678.
Tamayo, P. A., et al. (9 nov 2020). Design of a chatbot as a distance learning assistant. Open Praxis, v. 12, n. 1, p. 145–153.
Vaswani, A., Shazeer, N., Parmar, N., et al. (2017). Attention is all you need. In Proceedings of the 31st International Conference on Neural Information Processing Systems (NIPS'17). Curran Associates Inc., Red Hook, NY, USA, p. 6000–6010.
Yin, R. K. (2001). Estudo de caso: Planejamento e métodos. Porto Alegre, RS: Bookman.
Carvalho, M. J. S., de Menezes, C. S., de Nevado, R. A. (2007). Arquiteturas Pedagógicas para Educação a Distância. In: Aprendizagem em rede na educação a distância: estudos e recursos para formação de professores. Porto Alegre: Ricardo Lenz, p. 15-52.
Chokri Kooli (23 mar 2023). Chatbots in Education and Research: A Critical Examination of Ethical Implications and Solutions. Sustainability, v. 15, n. 7, p. 5614–5614.
Cunningham-Nelson, S., Boles, Wageeh, Trouton, L. and Margerison, E. (1 jan 2019). A review of chatbots in education: Practical steps forward.
Fryer, L. and Carpenter, R. (sep 2006). Bots as Language Learning Tools. Language Learning & Technology, v. 10, n. 3, p. 8–14.
Ivan Martins De Andrade and Cleonir Tumelero (5 may 2022). Increasing customer service efficiency through artificial intelligence chatbot. REGE - Revista de Gestão, v. 29, n. 3, p. 238-251.
Kerlyl, A., Hall, P. and Bull, S. (2007). Bringing Chatbots into education: Towards Natural Language Negotiation of Open Learner Models. [R. Ellis, T. Allen, & A. Tuson, Eds.] In Applications and Innovations in Intelligent Systems XIV. Springer.
McTear, M. F. (2017). The Rise of the Conversational Interface: A New Kid on the Block? [J. F. Quesada, F.-J. Martín Mateos, & T. López Soto, Eds.]In Future and Emerging Trends in Language Technology. Machine Learning and Big Data. Springer International Publishing.
Mohammad Amin Kuhail, et al. (9 jul 2022). Interacting with educational chatbots: A systematic review. Education and Information Technologies.
Moraes Neto, A. J. and Fernandes, M. A. (jul 2019). Chatbot and Conversational Analysis to Promote Collaborative Learning in Distance Education. In 2019 IEEE 19th International Conference on Advanced Learning Technologies (ICALT). [link], [accessed on Jun 11].
Ouyang, L., Wu, J., Jiang, X., et al. (2022). Training language models to follow instructions with human feedback. Advances in neural information processing systems, v. 35, p. 27730-27744.
Paiva, F. (2023). Pesquisa Panorama Mobile Time - Mapa do Ecossistema Brasileiro de Bots - Agosto de 2023. Mobile Time. [link], [accessed on Apr 18].
Silveira, C. Da, Silva, A. R. Da, Herpich, F. and Tarouco, L. M. R. (31 dec 2019). Uso de Agente conversacional como recurso de aprendizagem sócio-educacional. Revista Novas Tecnologias na Educação, v. 17, n. 3, p. 668–678.
Tamayo, P. A., et al. (9 nov 2020). Design of a chatbot as a distance learning assistant. Open Praxis, v. 12, n. 1, p. 145–153.
Vaswani, A., Shazeer, N., Parmar, N., et al. (2017). Attention is all you need. In Proceedings of the 31st International Conference on Neural Information Processing Systems (NIPS'17). Curran Associates Inc., Red Hook, NY, USA, p. 6000–6010.
Yin, R. K. (2001). Estudo de caso: Planejamento e métodos. Porto Alegre, RS: Bookman.
Published
2024-11-04
How to Cite
BITTENCOURT, Juliano; SIMÃO, José P. S.; MARIA, Sandra A. A.; FERREIRA, Vinícius C.; KOEN, Gabriela.
Chatbots in Distance Education: a case study in student support. In: WORKSHOP OF DISTANCE EDUCATION AND HYBRID LEARNING (WEADEH), 2. , 2024, Rio de Janeiro/RJ.
Anais [...].
Porto Alegre: Sociedade Brasileira de Computação,
2024
.
p. 39-48.
DOI: https://doi.org/10.5753/weadeh.2024.245610.
