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The Development of an AI Chatbot for Higher Education Institutions

In: Eurasian Business and Economics Perspectives

Author

Listed:
  • Vivien Surman

    (Budapest University of Technology and Economics, Department of Management and Business Economics)

Abstract

In today’s highly competitive educational environment, institutions face increasing pressure to enhance their global presence and competitiveness and the integration of artificial intelligence (AI) into educational processes shows significant potential in improving institutional performance and student satisfaction. One promising application is the use of chatbots to address students’ growing demand for instant responses and efficient support services. The study develops the basis of a Quality Function Deployment (QFD) framework tailored to a Higher Education Institution (HEI) AI chatbot. Data collection is conducted through special focus group discussions involving 267 students, organized into 59 sessions. To process and analyze the data, a multi-method approach is employed, incorporating content analysis to identify recurring themes, word cloud visualizations to assess attribute frequency, descriptive statistical methods to summarize key findings, and an importance-frequency mapping technique to highlight critical service quality dimensions and their prioritization. The findings pinpoint students’ primary expectations, emphasizing the importance of authenticity, reliability, broad knowledge, accuracy, up-to-dateness, understandability, speed, accessibility, security and data protection. The results provide a foundation for the strategic integration of AI in higher education and offer actionable insights for chatbot design aligned with student priorities.

Suggested Citation

  • Vivien Surman, 2026. "The Development of an AI Chatbot for Higher Education Institutions," Eurasian Studies in Business and Economics, in: Mehmet Huseyin Bilgin & Hakan Danis & Ender Demir & Sofia Vale (ed.), Eurasian Business and Economics Perspectives, pages 73-87, Springer.
    • Handle: RePEc:spr:eurchp:978-3-032-10967-5_4
    DOI: 10.1007/978-3-032-10967-5_4
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