Agente conversacional para la comunicación efectiva en instituciones de educación superior.

Abstract

The study analyzes the use of chatbots in higher education institutions to improve academic and administrative communication. Through surveys, interviews and the development of a prototype, it was evaluated how these technological tools optimize the student experience. The literature review also provided a theoretical framework for their application in the university context. The results show that students value speed and accuracy in areas such as enrollment, academic policies and scholarships, which contributes to higher satisfaction. The study suggests that chatbots improve communication and reduce administrative burden, but their functionalities need to be refined to deal with more sophisticated questions. Future studies could focus on evaluating their impact in the long term and in other educational environments, exploring their potential as a strategic tool for higher education institutions.

Keywords: chatbot, higher education, artificial intelligence, effective communication, technology.