Implementation of Intelligent Chatbot in Student Portal: A Systematic Literature Review

Abstract

The student portal gives users access to the channels of information and resources that they require for their academic pursuits. This includes access to the library services, information about their courses, and academic-related materials. On the other hand, this progress is not without its problems, as most of these services have a finite lifespan while the team still supports them. The student portal should build an artificial intelligence (AI) agent, like a chatbot, to provide 24/7 support for its users. This Chatbot must have a straight-forward user interface or GUI with excellent efficiency; hence it must be a simple system that users with minimal technical understanding can operate. It is intended that by acting as a customer support representative, a chatbot can enhance the user experience on student portal. This paper presents the findings from systematic literature review on previous works of intelligent chatbot implementation in student portal. Out of six main journal search engines and 100 articles found related to this study, only 21 articles are taken into consideration for further analysis. The results from existing studies on chatbot are tagged to nine categories based on content, and the findings are elaborated in terms of the implementation challenges of chatbot for student portal.