Chapter 5: Conversational Agents’ Integration in Distance Education at a Higher Education Institution Available to Purchase

This chapter focuses on distance education continuous improvement. Assessing user needs and expectations is essential to increasing satisfaction and the quality of the learning experience. Integrating a conversational agent (CA) or chat-bot as a tool for data collection and real-time counselling adds an innovative and effective element. The use of natural language to interact with students can significantly improve the user experience and provide valuable feedback. Identifying independent variables that affect the user experience is an important step for making informed decisions in course planning and improvement. To this end, a non-statistical students sample from the Bachelor's Degree in Business Administration at the Cuautitlán School of Higher Education was selected. Students enrolled in distance learning during the COVID-19 pandemic were enrolled in the school system, but we believe their perspective is useful because they had no prior experience with distance learning systems. Overall, this project highlights the importance of innovation, technological adaptation, and attention to students’ needs in order to achieve quality and accessible education.