AUTOMATING TECHNICAL SUPPORT PROCESSES TO INCREASE CHATBOT ACCEPTANCE AMONG THE FACULTY AND STUDENTS OF KING ABDULAZIZ UNIVERSITY (KAU) DURING THE COVID-19 PANDEMIC

Abstract

The Covid-19 pandemic affected the lives of people all over the world which lead to promote the demand for digital transformation in many businesses and services. Among the areas most greatly affected is the educational process. The transformation in the educational process from the physical to the digital mode represents a formidable challenge, particularly for less developed communities in the digital way. The King Abdulaziz University (KAU) presented a variety of approaches for equipping their instructors and students with the necessary expertise to bring about digital transformation in terms of online educational processes. Among the approaches employed to achieve digital transformation is Chatbot. Chatbot is based on the delivery of supporting materials to its users, including documents, photos, audio and video files, deriving from a variety of sources and databases to facilitate the learning process. This study delves into the main design and algorithms of Chatbot services, its level of acceptance by the targeted groups, and the effects arising from the engagement of this approach.