Hispanic-Serving Community Colleges and AI Chatbots: Systematic Review and Interaction With HSI (Hispanic-Serving Institution) Community College Websites

• In Event: Latinx Identity and Higher Education: Exploring Experiences

Abstract

Extending Garcia’s (2017) notion of servingness, our study explored the prevalence and usability of AI chatbots within all 234 HSI community colleges according to the most recent HACU list. We utilized a mixed-methods approach to explore the level of chatbot integration within institutional websites and chatbot interactions with Spanish speakers. Findings suggest HSI community colleges rarely utilize AI chatbots, and those that do offer limited Spanish-language information and rarely have the option to communicate with a Spanish-speaking human agent. Few studies have explored institutions use chatbots to facilitate access to information. Our findings contribute to research on the use of AI chatbots within community colleges, specifically demonstrating how providing Spanish and bilingual resources through AI chatbots can enhance HSI servingness.

Authors

• Susana H. Hernandez, Northern Arizona University

• Zach Taylor, John Burton Advocates for Youth

• Guillermo Ortega, Texas Tech University