Leveraging Amazon web services and AI for an educational FAQ chatbot : a case study for Centria

Abstract

The CentriaFAQChatbot meets its goals by providing a dependable, easy-to-use FAQ system that improves information access and institutional efficiency. While identifying areas for improvement, such managing complex questions, survey results also highlight its positives, which include 77.5% accuracy, 8-minute time savings per query, and an 80% reduction in staff contact. Future improvements could fill up these shortcomings and broaden its focus beyond FAQs to coaching or consultation, such as incorporating Amazon SageMaker for predictive analytics or Amazon Connect for human escalation. AI's transformative potential in education is demonstrated by its reproducibility, which makes it a scalable model for other colleges.

Over 300 questions have been answered since the FAQ's March 2025 launch, according to operational statistics, which shows a 95% resolution rate. According to a study of 40 students, 80% said they no longer needed to contact staff, saving an average of 8 minutes each query, and 77.5% said the chatbot always or frequently provided accurate responses. Scalability was guaranteed by the chatbot's serverless architecture, which allowed it to handle peak loads of 100 questions per day with response times of less than two seconds. Ninety percent of survey participants rated it as very straightforward or easy to use, enhancing information accessibility and facilitating interactions for various learners.