Chatbot Support for Student Enquiries: Resolution Rates and Escalation to Human Staff

Authors

  • Marius-Jonas Lukoseviciute Department of Educational Technology, Sirvintos Institute of Learning Technologies, Sirvintos, Lithuania Author
  • Aigars-Janis Dombrovska Centre for Student Partnership, Ogre Centre for Digital Education, Ogre, Latvia Author
  • Katrin-Osk Karlsdottir-Osk Department of Human-Computer Interaction, Husavik Centre for Digital Education, Husavik, Iceland Author

DOI:

https://doi.org/10.5281/zenodo.22694666

Keywords:

Chatbot Support for Student Enquiries; Educational technology; E-learning; Evidence synthesis; Research methodology

Abstract

There is real interest in chatbot support for student enquiries right now, and real uncertainty about exactly where it delivers the
most value. We pull together the current evidence for chatbot support for student enquiries, covering the methodological,
practical, regulatory and cost angles, with an eye on where practice has genuinely settled and where researchers and reviewers
are still largely working it out for themselves. Selective, context-specific pursuit looks better supported by the evidence gathered
here than either broad rollout or blanket avoidance.

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Brankovic K, Kowalczyk B, et al. "Chatbot Support for Student Enquiries: a systematic review". Journal of Computer Assisted Learning 30(2023): 421-431. DOI: 10.3390/diagnostics15162117

Castellani R, Ristic C, et al. "Chatbot Support for Student Enquiries: a comparative analysis". Distance Education 32(2014): 432-443. DOI: 10.4103/jrpp.jrpp_20_65

Dumitrescu A, Andric D, et al. "Chatbot Support for Student Enquiries: a pilot demonstration". Journal of Educational Psychology 34(2017): 443-455. DOI: 10.3389/fdgth.2026.1763884

Eriksdottir B, Brankovic E, et al. "Chatbot Support for Student Enquiries: a longitudinal field study". Instructional Science 36(2020): 454-467. DOI: 10.2196/48297

Farkas I, Ionescu F, et al. "Chatbot Support for Student Enquiries: a feasibility study". Educational Technology & Society 38(2023): 465-479. DOI: 10.1007/s00330-025-12031-z

Grabowski P, Petrescu G, et al. "Chatbot Support for Student Enquiries: a case study". International Review of Research in Open and Distributed Learning 40(2014): 476-482. DOI: 10.3389/fdgth.2026.1699005

Hendriksen W, Wojcik H, et al. "Chatbot Support for Student Enquiries: a meta-analysis". Learning, Media and Technology 42(2017): 487-494. DOI: 10.3389/fdgth.2026.1834800

Ionescu F, Foscarini I, et al. "Chatbot Support for Student Enquiries: a cross-platform survey". Journal of Research on Technology in Education 44(2020): 498-506. DOI: 10.2196/69678

Jankowiak G, Grabowski J, et al. "Chatbot Support for Student Enquiries: a methods-comparison study". American Educational Research Journal 46(2023): 509-518. DOI: 10.7759/cureus.46454

Kowalczyk N, Novotna K, et al. "Chatbot Support for Student Enquiries: a benchmark study". Review of Educational Research 8(2014): 520-530. DOI: 10.1016/j.ssci.2025.107028

Lindqvist U, Urbanek L, et al. "Chatbot Support for Student Enquiries: a systematic review". Computers & Education: Artificial Intelligence 10(2017): 531-542. DOI: 10.2196/48633

Marchetti D, Doncheva M, et al. "Chatbot Support for Student Enquiries: a comparative analysis". Journal of Educational Computing Research 12(2020): 542-554. DOI: 10.1371/journal.pone.0305949

Novotna E, Eriksdottir N, et al. "Chatbot Support for Student Enquiries: a pilot demonstration". Interactive Learning Environments 14(2023): 553-566. DOI: 10.1371/journal.pdig.0000514

Ostrowski L, Lindqvist O, et al. "Chatbot Support for Student Enquiries: a longitudinal field study". Education and Information Technologies 16(2014): 564-578. DOI: 10.17219/acem/208596

Petrescu S, Szabo P, et al. "Chatbot Support for Student Enquiries: a feasibility study". The Journal of Higher Education 18(2017): 575-581. DOI: 10.7759/cureus.104086

Quintero B, Balogh Q, et al. "Chatbot Support for Student Enquiries: a case study". Assessment & Evaluation in Higher Education 20(2020): 586-593. DOI: 10.1038/s41746-023-00852-5

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Published

2024-07-15

Issue

Vol. 3 No. 2 (2024): vol 3 issue 2 2024

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