The Development of an Automated Response System Using AI Chatbot to Support and Resolving Network-Related Problems at Thai University

Abstract

This research aims to design an automated response system using an AI Chatbot to diagnose internet connectivity problems in higher education institutions. The focus is developing and implementing a system to respond to and advise university staff and faculty regarding internet connectivity issues. Users are allowed to request help troubleshooting at any moment. The system uses artificial intelligence technology to assess and manage users' data to deliver basic troubleshooting techniques, including assessing internet signals, network configuration, and fixing common errors. Methodologies have been established to evaluate the efficacy of the chatbot in enhancing user satisfaction, alleviating the burden on IT support personnel, and augmenting overall effectiveness in network troubleshooting. The assessment results produced an estimate of precision performance at 89% and a recall performance of 89%. User satisfaction surveys indicated an 85% (X̅=4.69, S.D.=0.48) satisfaction rate among the students, faculty, and staff concerning core connectivity issues. Implementation of the project resulted in a 30% reduction in the volume of the IT helpdesk workload, allowing staff to focus on higher-priority tasks. Upon evaluating the distinct characteristics, it was determined that the quality of problem-solving (X ̅=4.75, S.D.=0.45), operational efficacy (X ̅=4.68, S.D.=0.51), and user-friendliness (X ̅=4.63, S.D.=0.48) emerged as the highest-ranked characteristics. The results indicate a significant reduction in the workload of IT support staff, a shorter average response time, and a high level of user satisfaction. This research highlights the benefits of implementing AI-powered solutions for problem-solving internet connectivity in higher education institutions. It provides valuable insights for the future development of automated support systems in Thai universities.

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Author Information
Sangtong Boonying, Rajamangala University of Technology Suvarnabhumi, Thailand
Suwit Somsuphaprungyot, Rajamangala University of Technology Suvarnabhumi, Thailand
Anek Putthidech, Rajamangala University of Technology Suvarnabhumi, Thailand
Amnaj Sookjam, Rajamangala University of Technology Suvarnabhumi, Thailand
Parinya Natho, Rajamangala University of Technology Suvarnabhumi, Thailand