Impacto dos chatbots no atendimento escolar: estudo de caso sobre a eficácia do chatbot no atendimento de uma instituição de ensino

Abstract

ABSTRACT: In recent years, chatbots have gained popularity as a tool to automate communication and provide quick and convenient access to information. This paper presents the development and implementation of a chatbot designed to enhance communication between the educational institution and its students and parents. The chatbot is designed to provide answers to frequently asked questions, such as academic schedules, enrollment procedures, academic records and certificates, report cards, and facilitate the scheduling of meetings with school staff. The chatbot is developed using natural language processing (NLP) and machine learning techniques and has been integrated into a communication channel (WhatsApp). The study evaluates the effectiveness of the chatbot through surveys and analysis of usage data. The results indicate that the chatbot has the potential to improve communication between the school and stakeholders, reducing response times, and enhancing overall satisfaction with school communication channels.