A chatbot can be defined as a conversational system that uses natural language to interact with human users [1]. A human-to-human dialogue can be simulated using Chatbot, a programming software built on artificial intelligence (AI). Making users believe that the chatbot could identify their queries and reply suitably depending on the situation and in line with its main objectives is crucial. Both textual and vocal conversations are possible, and natural language is frequently used for communication [2].

Using chatbots has rapidly expanded in the past few years across a wide range of industries, including healthcare, marketing, support systems, education, entertainment, cultural heritage, and many more. Big businesses have created a number of chatbots for research and industrial applications; some of the most well-known are IBM Watson, Microsoft Cortana, Facebook M, and Apple Siri [4].

Chatbots for e-learning platforms have become more common recently in an effort to enhance student learning. Since chatbots are the most inventive way to bridge the gap between education and technology, they could be regarded as a significant innovation for e-learning. Similar to one-on-one interactions with teachers, chatbots provide students with an interactive learning experience. Bots are crucial to improving a student's skills since they may be used for testing their behavior and monitor their progress [4].

Chatbots in education could be a vital tool for teachers and students to support each other's learning objectives during the virtual class. Since it is more internet-based, self-learning, synchronic, and focuses on a specific individual, it provides a new learning opportunity where students use chatbots for improving the quality regarding their learning process and the outcome [5]. For students to adjust to the rapid shift to new learning norms, this may be a crucial tool. Students who study online from home should still be able to ask questions and receive a prompt response [6].

A chatbot's unique capabilities, which include being available to assist students at any time of day, may be beneficial to them. The core of the Intelligent Educational System (INES) is a chatbot that communicates to students in natural language and has three key features: Learning Content Management System, Learning Management System, and Intelligent Tutoring System. Because it is available around-the-clock and allows users to connect at their own pace, these aspects make it both convenient and appealing to students [3]. This illustrates how using chatbots as learning aids enhances students' ability to take in and retain important information and motivates them to analyze an issue before quickly receiving information. Through providing them control over their learning process, it helps students become more motivated to learn and more self-efficacious, which in turn helps them build confidence [5].

Chatbot in Education

Tamayo et al. [3] highlight the various roles that conversational assistants could play in teaching as well as learning processes. They highlight the potential of intelligent tutoring systems, which can customize learning environments based on student responses an browsing history. They also aim to improve student participation by utilizing instant messaging systems through chatbots. Chatbots can provide intelligent feedback on course design, subject operation, tutorials, and information collected by the chatbot. They can assist teachers in repetitive tasks, follow students' progress, and provide personalized feedback. They can also provide immediate help for students, acting as an alternative to Learning Management Systems (LMS) through providing access to various materials, doubt sections, external links, and messaging. They also offer mentoring functions, guiding students in problem-solving and facilitating skills practice through their role as patients, consumers, clients, or citizens.

The Benefits of using Chatbots in E-Learning

Chatbots are transforming eLearning environments, offering numerous benefits for students and educators. They provide 24/7 accessibility to course materials and support, reducing barriers to learning. They provide instant feedback, improving the learning experience and allowing students to identify and correct mistakes early. Chatbots are scalable, allowing instructors to manage large classes efficiently. They analyze student data to create personalized learning paths, helping students reach their full potential. Engaging with chatbots in natural language conversations increases engagement and motivation. Chatbots collect data about student interactions, allowing teachers to improve their teaching methods. Despite initial investment, chatbots can reduce administrative and support costs, especially for institutions with high student requests. Additionally, chatbots are more patient, offering learning in line with student needs. Overall, chatbots are a valuable tool for enhancing eLearning experiences for both students and educators [7,8].

An instrument and quantitative approach were employed in this study to assess chatbots in e-learning at the Technical Institute of Management. There were about fifty-five students. Then conducted data analysis using SPSS statistics. 

Students were communicated with via the Telegram bot application, with the primary language being Python. Student interactions as well as chatbot content were created as answers and questions, similar to how great business owners are interviewed about their best business methods. After that, in order to facilitate learning and teaching, chatbots were developed with an educational focus. The knowledge base will include articles about successful entrepreneurs' best business methods. In order to make chatbots behave like actual people and avoid repeating answers, it has distinct answers that are kept in the knowledge base. Student Telegram channels are connected with a chatbot. Useful tools were implemented to assess student learning and usability. The CUS (Chatbot Usability Scale) [9] 

Participants' age and gender were among their personal details. With an average age of 20.5 years, the students were between the ages of 18 and 23. 

Table 1. Personal information

Table 2. Chatbot usability scale analysis

Percentage of women (55.56%) and men (44.44%). Table 1   lists   the results of the demographic analysis. The chatbot has a high accuracy score, strong context tracking, and above-average privacy communication. However, there are areas for improvement, such as information quantity, efficiency, and goal alignment. Simplifying responses to avoid overload and optimizing backend processes can help. Goal alignment can be improved through intent recognition and proactive guidance.

Chatbots in education can be a vital tool for teachers and students to support each other's learning objectives during the virtual class. Overall, the chatbot performs adequately but requires targeted enhancements in information delivery and speed to boost user satisfaction. Recommendations include prioritizing information conciseness, optimizing response time, and strengthening upfront communication about the chatbot's capabilities.

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2. Mihnev, P. et al. "Integrated education in e-learning design and development through synchronised assignments and assessments of courses." Proceedings of the 17th International Conference on Computer Systems and Technologies, Jun. 2016, pp. 383–390, doi: 10.1145/2983468.2983508.

3. Tamayo, P. A. et al. "Design of a chatbot as a distance learning assistant." Open Praxis, vol. 12, no. 1, Mar. 2019, p. 145, doi: 10.5944/openpraxis.12.1.1063.

4. Colace, F. et al. "Chatbot for e-learning: a case of study." International Journal of Mechanical Engineering and Robotics Research, Jan. 2018, pp. 528–533, doi: 10.18178/ijmerr.7.5.528-533.

5. Winkler, R. and M. Soellner. "Unleashing the potential of chatbots in education: a state-of-the-art analysis." Academy of Management Proceedings, vol. 2018, no. 1, Jul. 2018, p. 15903, doi: 10.5465/ambpp.2018.15903abstract.

6. Aristovnik, A. et al. "Impacts of the COVID-19 pandemic on life of higher education students: a global perspective." Sustainability, vol. 12, no. 20, Oct. 2020, p. 8438, doi: 10.3390/su12208438.

7. Tms, D. "Piattaforma eLearning: mappa del sito DynDevice LMS." DynDevice, https:// www. dyndevice. com/ en/ news/ the- use- of- chatbots- in- elearning- ELN- 2010. Accessed 29 Apr. 2025.

8. "E-learning chatbots: the power of online education." VITECO e-Learning, 13 July 2023, https:// www. vitecoelearning. eu/ en/ e- learning- chatbots- ai- online- education. Accessed 29 Apr. 2025.

9. Borsci, S. et al. "The chatbot usability scale: the design and pilot of a usability scale for interaction with AI-based conversational agents." Personal and Ubiquitous Computing, vol. 26, no. 1, Jul. 2021, pp. 95–119, doi: 10.1007/s00779-021-01582-9.