Virtual Customer Service Assistant for University Students

The increase in the number of university students has resulted in long queues and delays in services, both during orientation events and in resolving general queries. A service chatbot is an artificial intelligence tool designed to interact with users, answering frequently asked questions and assisting in solving problems in an automated and efficient manner. This study presents the development of a chatbot prototype for the Faculty of Engineering administrative office in Chimoio, at the Universidade Católica de Moçambique (UCM), aiming to optimise service delivery, reduce waiting times, and increase efficiency in resolving common issues. Using a mixed-method approach, the study involved direct observation and questionnaires administered to students to identify the main problems with traditional service. The chatbot’s development was carried out in two phases: the first involved data collection and the identification of needs, while the second covered the implementation of the prototype. This chatbot can provide a viable and effective solution to the challenges faced, delivering faster and more efficient service, while freeing up human resources for more complex tasks.