TL7 | Chatbots: A Passing Fad or a Solution to Student Satisfaction and Staff Retention?
Tuesday, June 16, 2020: 4:55 PM - 5:40 PM
This session shares the findings of doctoral research on the potential that AI-powered chatbots have in meeting two, often conflicting, goals: to improve customer satisfaction and garner support front line workers. However, both are critical at publicly funded institutions. Technology implementations are often lauded with improving both, but the research shows that to-date, prior to the chat bot, neither student satisfaction nor staff retention is achieved. This session will: outline types of chatbots; identify key characteristics of successful chatbot implementations; demonstrate how institutions have integrated chatbots for student success, and make the case for staff retention and happiness.