Examining the Challenges and Opportunities of Integrating Chatbots into Educational Settings

Abstract

The chatbot usage has been extended to multiple fields to resolve the queries of customers and provide service all the time. These chatbots are equipped with tools to replicate the services exactly like humans with anthropomorphism. The current study was designed by adopting the TAM model to understand the students' perception of utilizing chatbots in their education life. The chatbot services are evaluated via anthropomorphism and conversation quality, as a mediator of students’ perceived ease of use and perceived usefulness. The study has utilised quantitative data collected from college and university students in the Punjab region from the selected colleges and universities a total of 722 responses have been received. The quantitative study results indicate significant results except for students' perceived usefulness, no conclusive results were found regarding the continuous use of chatbots in their education life and future studies are needed to guide this research based on students' engagement and students suggestions for improvement.