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Chatbot for communicating with university students in emergency situation.

ABSTRACT: Chatbots have arrived in higher education, and professors are trying to make the most of them. Typically, chatbots are used to help students learn academic subjects. In times of crisis, such as the COVID-19 pandemic, students who were not living with their families during the course, especially international students, were isolated and in critical situations. The student services offices were in constant contact with these students to solve problems, advise them and support them during their stay, within the constraints of confinement and the guidelines dictated by the country at the time. The student services offices were overwhelmed trying to help these students because, although the students' problems were very recurrent, the government guidelines changed from one day to the next. This article proposes the use of a chatbot to provide initial support to students during crisis situations, and facilitate communication between them and the university. The chatbot was tested by more than 160 students and student services staff. The findings support the use of chatbots as a potential tool to facilitate communication with students in emerging emergency situations, and encourage universities to adopt these types of smart tools to be prepared to respond quickly and efficiently to students in times of crisis.

SUBMITTER: Balderas A

PROVIDER: S-EPMC10558753 | biostudies-literature | 2023 Sep

REPOSITORIES: biostudies-literature

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Chatbot for communicating with university students in emergency situation.

Balderas Antonio A García-Mena Roberto Fermín RF Huerta Milagros M Mora Nestor N Dodero Juan Manuel JM

Heliyon 20230830 9

Chatbots have arrived in higher education, and professors are trying to make the most of them. Typically, chatbots are used to help students learn academic subjects. In times of crisis, such as the COVID-19 pandemic, students who were not living with their families during the course, especially international students, were isolated and in critical situations. The student services offices were in constant contact with these students to solve problems, advise them and support them during their sta ...[more]

PMID: 37809667

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Project description:BackgroundArtificial intelligence-based chatbots are emerging as instruments of psychological intervention; however, no relevant studies have been reported in Latin America.ObjectiveThe objective of the present study was to evaluate the viability, acceptability, and potential impact of using Tess, a chatbot, for examining symptoms of depression and anxiety in university students.MethodsThis was a pilot randomized controlled trial. The experimental condition used Tess for 8 weeks, and the control condition was assigned to a psychoeducation book on depression. Comparisons were conducted using Mann-Whitney U and Wilcoxon tests for depressive symptoms, and independent and paired sample t tests to analyze anxiety symptoms.ResultsThe initial sample consisted of 181 Argentinian college students (158, 87.2% female) aged 18 to 33. Data at week 8 were provided by 39 out of the 99 (39%) participants in the experimental condition and 34 out of the 82 (41%) in the control group. On an average, 472 (SD 249.52) messages were exchanged, with 116 (SD 73.87) of the messages sent from the users in response to Tess. A higher number of messages exchanged with Tess was associated with positive feedback (F2,36=4.37; P=.02). No significant differences between the experimental and control groups were found from the baseline to week 8 for depressive and anxiety symptoms. However, significant intragroup differences demonstrated that the experimental group showed a significant decrease in anxiety symptoms; no such differences were observed for the control group. Further, no significant intragroup differences were found for depressive symptoms.ConclusionsThe students spent a considerable amount of time exchanging messages with Tess and positive feedback was associated with a higher number of messages exchanged. The initial results show promising evidence for the usability and acceptability of Tess in the Argentinian population. Research on chatbots is still in its initial stages and further research is needed.

Project description:ObjectivesIdentify university-aged students and contrast their healthcare provision and outcomes with other patients in the same age group attending emergency departments for deliberate self-harm.DesignRetrospective cross-sectional observational study.SettingPatients visiting 129 public hospital emergency departments across England between April 2017 and March 2018.Participants14 074 patients aged 18-23 visiting emergency departments for conditions linked to deliberate self-harm, 1016 of which were identified as university-aged students.Outcome measuresWe study various outcomes across the entire patient pathway in the emergency department: waiting time to initial assessment on arrival at the emergency department, count of investigations delivered, discharge destination (patients refusing treatment or leave before being seen, referred to another provider or admitted to inpatient care, discharged with no follow-up) and unplanned follow-up visit within 7 days.ResultsWe find a statistically significant difference of 0.262 (-0.491 to -0.0327) less investigations delivered to students compared with non-students (about 8% compared with the baseline number of investigations for non-students). Stratified analyses reveal that this difference is concentrated among students visiting the emergency department outside of regular working hours (-0.485 (-0.850 to -0.120)) and students visiting for repeated deliberate self-harm episodes (-0.881 (-1.510 to -0.252)). Unplanned reattendance within 7 days is lower among students visiting emergency departments during out of hours (-0.0306 (-0.0576 to -0.00363)), while students arriving by ambulance are less likely to be referred to another provider (-0.0708 (-0.140 to -0.00182)) compared with non-students.ConclusionsWe find evidence of less-intense investigations being delivered to patients aged 18-23 identified as students compared with non-students visiting emergency departments after an episode of deliberate self-harm. Given the high risk of suicide attempts after episodes of deliberate self-harm among students, our findings may highlight the need for more focused interventions on this group of patients.

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Chatbot for communicating with university students in emergency situation.

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Chatbot for communicating with university students in emergency situation.

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