ChatGPT-Based Conversational Artificial Intelligence System for Virtual University Admissions Office Client Attention

Vega-Huerta H.; Gutierrez-Mejía F.; Calcina-Aguilar B.; Benito-Pacheco O.; De-La-Cruz-Vdv P.; Maquen-Niño G.L.E.; Lázaro-Guillermo J.C. · Ingenierie des Systemes d'Information (2025) · DOI: 10.18280/isi.300411

Resumen

This research investigates the modernization of virtual customer service within academic environments using a conversational AI system based on ChatGPT. This study introduces the first implementation of ChatGPT in a Peruvian public university’s admissions office, offering an innovative approach to automate and enhance user support. Educational organizations face the challenge of enhancing accessibility and delivering more efficient services, as traditional methods, such as telephone calls, in-person consultations and online support, often fail to meet user satisfaction expectations. This study proposes and develops a system designed to optimize online interaction and improve accessibility of virtual services, providing quick and accurate responses to academic and administrative queries. Leveraging advanced natural language processing technologies, the system enhances the user experience by reducing wait times and increasing satisfaction levels by 95%. The findings demonstrate its effectiveness in transforming the interaction between users and educational services, offering a scalable and adaptable solution to different educational contexts. This approach establishes a new benchmark for query management within educational institutions and lays the foundation for future applications of artificial intelligence in academic contexts.

Instituciones: Universidad Nacional Mayor de San Marcos; Universidad Nacional Pedro Ruiz Gallo; Universidad Nacional Intercultural de la Amazonia