Chatbots were long associated only with simple and specific tasks such as answering frequently asked questions, providing technical support instructions, or being seen as tools to automate mechanical processes.
But now, chatbots are booming in universities and higher education institutions, which have realized all the opportunities this solution offers for their operations.
AI-powered chatbots are becoming a powerful pedagogical tool, as they accompany students in their learning, provide support when questions arise, can interact with course materials, and have become a virtual guide available 24/7.
How are chatbots being used in higher education?
In today’s higher education landscape, chatbots have practically become students’ virtual assistants.
When integrated into virtual learning platforms, for example, chatbots “answer frequently asked questions, provide real-time feedback, guide course navigation, and support administrative tasks,” according to an article by Ohio University.
One of the most valuable aspects of AI chatbots for schools is that they offer support beyond a single class, helping students when they need it most without depending on a teacher’s schedule.
“Chatbots offer personalized, scalable, and always-available learning support. They can reduce communication bottlenecks, provide anxiety-free practice opportunities, and help students progress at their own pace,” the same university article added.
AI chatbots in higher education: Academic and administrative support
In the administrative field, chatbots for higher education have strong potential to thrive, as they can provide guidance and information regarding financial aid, loans, and scholarships—an area that is often very confusing and whose administrative staff is typically overwhelmed.
“AI agents could easily resolve the most routine questions, such as student access codes and scholarship eligibility. This would allow human resources to focus on more complex cases and offer personalized support,” noted an article published by New America.
Success stories: Universities that have implemented AI chatbots
AI in education is already a tangible reality, evidenced by several universities that have implemented AI chatbots.
University of Liverpool
The university managed a large amount of information distributed across different systems, platforms, and portals. However, for students, faculty, and administrative staff, locating what they needed wasn’t always easy: they often had to navigate multiple sites and databases to find answers.
Faced with this challenge, a chatbot emerged as the most logical option to centralize access to information and offer a more agile and unified experience.
Although they evaluated commercial solutions available on the market, many of them operate by extracting and processing data outside the institution. This posed a significant risk in terms of security, privacy, and information control.
Therefore, the university concluded that the most reliable way to ensure a secure, efficient, and fully customized conversational assistant was to develop its own internal chatbot.
In addition to the chatbot, they are also working on initiatives such as robotic process automation (RPA) to streamline administrative tasks and virtual reality proof-of-concept projects aimed at exploring new forms of learning and service.
Arizona State University
In October 2023, ASU launched CreateAI, a platform that offers students, faculty, and staff secure access to more than 50 generative artificial intelligence models.
One of its most notable features is MyAI Builder, which allows any user to design their own AI projects simply by defining instructions, system rules, and advanced prompts over large language models (LLMs).
Beyond general access to generative models, ASU has also developed specialized chatbots created using the ChatGPT Edu platform as part of the AI Innovation Challenge. These conversational assistants are designed for very specific educational experiences.
One of the most prominent, named Sam, helps mental health students practice clinical interviews with simulated patients. Another is programmed so users can debate with historical philosophers, creating immersive and stimulating learning environments.
“We have adopted a comprehensive approach to supporting AI in teaching and learning, in research, and in the way people work every day,” says Kyle Bowen, the institution’s deputy CIO.
University of Johannesburg
In 2020, the University of Johannesburg (UJ) took a decisive step toward modernizing its services by launching MoUJi, a digital assistant based on AI designed to respond quickly and efficiently to the needs of its community.
This chatbot was created to support current students, prospective students, alumni, and even visitors, offering immediate assistance on a wide variety of topics.
MoUJi combines artificial intelligence and natural language processing to maintain fluid and natural conversations with users. Thanks to these capabilities, it can provide instant responses about processes such as admissions, registrations, financial queries, academic procedures, and other institutional services.
All this is available 24/7, improving the university experience and streamlining key processes for thousands of students.
Conclusion
Digital transformation in the education sector is no longer a future aspiration—it is a present necessity. The cases of universities that have implemented intelligent virtual assistants demonstrate how AI-based chatbots can centralize information, streamline processes, personalize student support, and elevate the quality of institutional services.
Adopting these technologies not only optimizes daily operations but also strengthens the relationship between the institution and its community, offering modern, efficient, and accessible experiences.
Do you need to implement an AI chatbot in your educational institution?
If your institution is ready to take the next step and build a secure, scalable, and fully customized educational chatbot adapted to your internal processes, Rootstack is the ideal partner.
Our team combines technical expertise, industry knowledge, and cutting-edge solutions to design virtual assistants that truly enhance academic and administrative value.
