Abstract:
The increasing integration of artificial intelligence (AI) in higher education has led to
growing interest in the use of AI-powered chatbots to enhance student support services.
This qualitative study explores stakeholders' views on AI-powered chatbots for enhanc-
ing student support services in Nigerian universities: a case study of Al-Hikmah univer-
sity. Semi-structured interviews were conducted with 46 university administrators, fac-
ulty members, IT staff, and students, alongside focus group discussions with students,
to gather diverse perspectives on this emerging technology. Thematic analysis was used
to identify key themes related to the perceived benefits, such as improved efficiency,
personalized support, and 24/7 availability of services, as well as challenges, including
concerns about data privacy, lack of human interaction, and potential technical issues.
Findings suggest that while stakeholders acknowledge the potential for AI-powered
chatbots to streamline administrative tasks and enhance student experience, there are
reservations about their readiness and the infrastructural demands for effective imple-
mentation. The study concludes by highlighting the need for comprehensive training,
improved infrastructure, and stakeholder involvement to ensure the successful adoption
of AI-powered chatbots in student support services. These views provide valuable in-
formation for policymakers and university administrators considering AI-driven solu-
tions for improving student support in Nigerian universities.
Keywords: AI, Perceptions, Support Services, Challenges, Potentials, Qualitative Ap-
proach
