Design and Preliminary Validation of an Artificial Intelligence–Based Chatbot for Managing Student Requests and Incidents at the Faculty of Economics of Federico Villarreal National University, 2025

Abstract

The study aimed to design and preliminarily validate an artificial intelligence–based chatbot to support the management of student requests and incidents at the Faculty of Economics of Federico Villarreal National University during 2025. The research adopted a qualitative approach with an exploratory and proposal-oriented scope, following a participatory action research methodology. Data were collected through a focus group with students, a semi-structured interview with administrative staff, process observation, document review, user journey mapping, and an institutional SWOT analysis. A functional prototype was also developed and subjected to preliminary user validation. The findings revealed delays in responding to requests, fragmented communication channels, limited traceability of administrative procedures, insufficiently standardized institutional information, and administrative staff overload. The user journey map identified information searching, initiation of procedures, waiting for responses, and request follow-up as the main critical stages. Based on these findings, a chatbot was structured with modules addressing academic inquiries, administrative procedures, incidents related to institutional systems, and procedure status tracking. The preliminary validation showed a favorable perception of its usefulness, clarity, and ease of navigation. It is concluded that the chatbot represents a viable technological alternative for strengthening student guidance and contributing to the digitalization of university services, provided that its implementation includes continuous content updating, user training, integration with institutional processes, and monitoring mechanisms.