Chatbots as Support Tools in Educational Management and Decisions. A Systematic Review

Abstract

The implementation of artificial intelligence based chatbots is transforming educational management by automating processes, improving communication, and optimizing decision-making in educational institutions, especially in contexts with technological gaps. This systematic review analyzed 213 articles between 2020 and 2024 from both Scopus and WoS. For this research, the PICO strategy was combined with the PRISMA methodology, resulting in the selection of 63 relevant articles. The results highlight that generative chatbots, such as ChatGPT, have the potential to improve administrative efficiency by 25% to 100%. Their implementation covers tasks such as payment management, academic inquiries, and admission processes, as well as integration into learning platforms and social media to disseminate information. However, significant challenges persist, such as technological integration, staff training, and data protection. These challenges can be overcome through proper implementation and training programs aimed at both organizers and users.