Design and Evaluation of a Chatbot-Enabled Advising System to Promote Academic Advisors' Performance

• In Event: Design, Development, and Evaluation of Technology-Rich Tools

Abstract

Academic advising is an essential function supporting the educational mission of universities. Institutions make significant investments supporting student success initiatives by leveraging technology resources such as chatbot applications. In this study, we designed, developed, and evaluated an advising chatbot, Advising Virtual Assistant (AVA), to deliver academic advising and university-related information. Following the Human Performance Technology (HPT) model, we identified performance gaps and needs that informed the design of AVA as the intervention. We then conducted formative evaluation to improve AVA through the iterative design process and multiple updates. Summative evaluation was also conducted to assess the appropriateness of the AVA as a performance support system using data collected from the Technology Acceptance Model survey and extracted from the AVA system.

Authors

• Reginald Lucien, University of South Florida

• Sanghoon Park, University of South Florida