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Articles

Vol. 4 No. 1 (2025): Generative AI and education

Assessing the effectiveness of Chatbots in providing personalized academic advising and support to higher education students: A narrative literature review

DOI:
https://doi.org/10.21428/8c225f6e.7140f8f4
Submitted
13 August 2026
Published
15-08-2026

Abstract

Academic advising is essential for university and college students to achieve success since it provides guidance in many aspects of their academic journey. According to Drake (2011), having a solid relationship with an academic advisor is necessary for students to succeed in university settings. Students often have questions about university policies, processes, and resources, and they seek assistance from their academic advisors, who may be lecturers or other staff members. However, these demands can sometimes overwhelm the advisors. Although modern technology has reduced these demands (Ghonmein et al., 2023), advisors continue to face challenging tasks. Artificial Intelligence (AI) conversational agents or chatbots could help alleviate the problem, (Akiba & Fraboni, 2023). These multi-field technologies may respond to user requests utilizing input data. A personalized academic advising chatbot might provide accurate, timely, and convenient answers to typical student concerns. While integrating technology like chatbots into academic advising could streamline routine tasks and improve efficiency, it is essential to recognize the potential for these advancements to provide advisors with additional capacity to focus on intricate and multifaceted issues where human connection and personalized guidance are paramount. For instance, advisors may have more opportunities to delve into the nuanced personal circumstances, emotional challenges, or career indecision that some students face. These situations often require advisors to employ their emotional intelligence, active listening skills, and ability to provide tailored, compassionate support – aspects that are challenging for technology to replicate effectively. Previous research (Akiba & Fraboni, 2023; Grites, 1979) has shown optimism about the role of chatbots in efficiently handling general inquiries. However, there is a consensus that existing AI systems need further development to manage complex advising scenarios effectively. This literature review examines the feasibility of developing a student-specific chatbot that can monitor academic goals and performance.  The examination also aims to identify AI’s limitations in academic advising. 

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