The purpose of this research was to develop an automated response system using AI Chatbot to support solving internet connection problems in universities that focuses on designing and developing a system that can respond and provide advice to university staff and professors in universities about internet connection problems that users can inquire about how to solve the problems at any time. The system uses artificial intelligence technology to analyze and process user data to provide basic troubleshooting methods, such as checking internet signals, setting up networks, and fixing common errors. Evaluation method to evaluate the effectiveness of the Chatbot in improving user satisfaction, reducing the workload of IT support staff, and enhancing the overall efficiency of network problem resolution. The evaluation results show that overall user satisfaction scores were highest (Mean = 4.69, S.D. = 0.48). When ranking the specific aspects, it was found that problem-solving quality (Mean = 4.75, S.D. = 0.45), operational efficiency (Mean = 4.68, S.D. = 0.51), and easy to use (Mean = 4.63, S.D. = 0.48) were the top-ranked aspects. These results indicate a significant reduction in the workload of IT support staff, a decrease in average response time, and a high level of user satisfaction. This research emphasizes the benefits of integrating AI-driven solutions to solving internet connection problems in universities and provides valuable insights for future development in automated support systems within Thai universities.

Authors:
Sangtong Boonying, Rajamangala University of Technology Suvarnabhumi, Thailand
Anek Putthidech, Rajamangala University of Technology Suvarnabhumi, Thailand
Amnaj Sookjam, Rajamangala University of Technology Suvarnabhumi, Thailand
Parinya Natho, Rajamangala University of Technology Suvarnabhumi, Thailand
Suwit Somsuphaprungyos, Rajamangala University of Technology Suvarnabhumi, Thailand

About the Presenter(s)
Suwit Somsuphaprungyos is currently a lecturer at the Department of Information Systems and Business Computers, Faculty of Business Administration and
Information Technology, Rajamangala University of Technology Suvarnabhumi (RMUTSB).

See this presentation on the full schedule – Wednesday Schedule

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