A support system for formal college students: A case study of a community-based app augmented with a chatbot

The rapid adoption and advancement of technology has improved communication methods in many facets of life, including education. The affordance of an effective virtual communication channel can support college students' sense of belonging and mitigate their anxiety, which in turn can help them reach their maximum academic potential and greater well-being. In this study, we explored the common problems faced by college students—in particular, students enrolled in the Faculty of Computing and Information Technology at King Abdulaziz University—when they seek help, ask questions, or find out about current and upcoming events in the college. Moreover, we explored their knowledge of chatbots and their perceived effectiveness in answering frequently asked questions. The results revealed 1) the absence of a single platform that helps them communicate and share mutual benefits in an effective, easy, and fast manner, and 2) that less than half of the surveyed participants had previously interacted with a chatbot. Thus, the paper presents the development of a unified communication channel by building a mobile application that brings college students together to communicate and exchange common experiences and interests while being supported by a digital assistant technology (chatbot), which can answer common questions and inquiries. Users in a pilot test showed a high satisfaction level with the app.