Automating University Administration: A Systematic Review of Chatbot Applications in Higher Education
DOI:
https://doi.org/10.21467/proceedings.7.6.36Keywords:
Administrative chatbots, higher education, conversational agentsAbstract
As higher education institutions (HEIs) increasingly adopt artificial intelligence technologies, chatbots have emerged as a scalable solution for improving administrative services. While earlier studies focused primarily on pedagogical aspects, the administrative dimensions remain less explored. This systematic literature review analysed 38 peer-reviewed research articles on the role of chatbots in various university administrative functions, including admissions, enrollment, student services, and financial aid, adhering to the PRISMA 2020 framework. The review introduced a functional taxonomy categorising chatbots based on interaction style, technological framework, target user group, and administrative objectives. It highlighted shared implementation trends, emphasises benefits like reduced workloads and enhanced service responsiveness, and identifies ongoing challenges such as privacy concerns, limited multilingual capabilities, and a mismatch between evaluation methods and expected outcomes. Furthermore, the discussion contextualised the findings within a broader theoretical framework, including the Technology Acceptance Model (TAM), while providing institutional recommendations for future implementations. It also identified significant research gaps, including empirical evaluations, cross-institutional studies, and ethics-focused design. By synthesising academic literature and assessing evidence on administrative chatbots in HEIs, this review offers a targeted, evidence-based perspective on their potential in this sector. It proposes practical directions for advancing research and practice in technology-enhanced learning.
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