CUIConnect: Bridging Students and University Through Smart AI Conversations

Abstract

Prospective and enrolled students at universities worldwide encounter numerous challenges, resulting in significant stress and frustration. These difficulties arise from a multitude of unanswered questions concerning admissions, study programs, scholarships, transportation, accommodation, and various academic and nonacademic issues. University staff tasked with responding to these inquiries are frequently overwhelmed by their volume leading to inaccurate information dissemination and delays. To mitigate these problems, we propose CUIConnect, a bilingual chatbot developed using a usercentric approach. CUIConnect aims to alleviate the challenges faced by both prospective and enrolled students by delivering accurate and real-time information. It provides support both in English and Urdu language, thus addressing the linguistic diversity of the student population. Additionally, CUIConnect employs emoticons to enhance user engagement and provide a more personalized interaction. The CUIConnect was evaluated with respect to performance measures and achieved an overall accuracy of 84%, recall of 84%, precision of 97% and F 1 score of 90%. These results indicates a high level of retrieval quality coverage of chatbot while responding to student inquiries. Moreover, its user experience was evaluated using the System Usability Scale (SUS), yielding a score of 87.39, indicating high usability and user acceptance. These findings confirm that CUIConnect is a reliable and efficient tool for resolving students' immediate queries and concerns.

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