FMDS Gender-focused Research

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Chatbot Gender and User Behavior and Satisfaction

( 2021) Serrano, Joane ; Almodiel, Myra ; Belegal, Janele Ann ; Cañas-Llamas, Anna ; Petrasanta, Lovelyn

As a pioneer in open and distance e-Learning in the Philippines, UPOU continues to explore various information and communication technologies in enhancing not just its course development and delivery, but its provision of support and information services as well. One of the tools that is gaining popularity in businesses and even in universities in recent years is artificial intelligence (AI). The integration of AI-based tools such as chatbots in an organization’s systems and processes promise some degree of streamlining given the increasing demand of customers. This proposal will document and share the to compare the number of chatbot inquiries and conversations by gender before and during the global public health crisis. Data will be collected using document analysis through an existing chatbot monitoring tool. Descriptive statistics and cross-tabulations will be utilized to analyze the study data. This study puts forward its assumption that male and female users of the UPOU chatbot will have different frequencies of chatbot inquiries and conservations, and different user behaviors based on the UPOU chatbot’s gender.