A Systematic Review of the Development of Chatbots and Virtual Assistants in Higher Education Institutions

Sánchez-Ticona R.J.; Alcántara-Moreno O.R.; Torres-Villanueva M.; Gómez-Avila J.A.; Rodriguez-Huamán R.E.; Santos-Fernández J.P. · CISCI 2023 - Vigesima Segunda Conferencia Iberoamericana en Sistemas, Cibernetica e Informatica, Vigesimo Simposium Iberoamericano en Educacion, Cibernetica e Informatica, SIECI 2023 - Memorias (2023) · DOI: 10.54808/cisci2023.01.113

Resumen

Technology is constantly evolving, leading to increased human interaction with machines equipped with artificial intelligence. This research provides a Systematic Literature Review of various studies conducted between 2018 and 2022. Using the PRISMA methodology, the study began with a total of 13,948 results, which were reduced through the application of 9 exclusion criteria, resulting in a bibliographic matrix with 54 articles. The study concludes that the most common recurring purpose for which higher education institutions implemented chatbots or virtual assistants is user support, accounting for 46.30%. Natural language processing was the most commonly used intelligent processing method in development, representing 56.52%, and Python was the most commonly used technology for implementation in the last 5 years, with 36.67%.

Instituciones: Universidad Nacional de Trujillo; Universidad César Vallejo