Automated Academic Service Questions Answering System with Chatbot via LINE OA

The university enrollment process involves disseminating information about tuition fees, application deadlines, and course prerequisites. Pertinent details, including application forms, semester schedules, and complaint procedures, follow. Post-enrollment information, such as graduation procedures, further educational opportunities, and alumni details, is provided afterward. This process often prompts numerous questions and concerns. Traditionally, interested parties contacted university departments directly, resulting in a high volume of inquiries and delays. To address this, a chatbot capable of handling repetitive tasks from frequently asked questions (FAQs) is proposed. This study develops an automated academic service question answering system via LINE OA, utilizing Dialogflow and LINE developer. Experimental findings reveal that Dialogflow, with machine learning and natural language processing, enables the chatbot to understand conversational content, enhance service efficiency, and accommodate various inquiries, facilitating user access to information through LINE, a widely used chat application in Thailand.