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Student experiences with an LLM- and RAG-based chatbot for institutional services in Open and Distance Education: a qualitative study
- Truvace record
- TRV-2026-2508raw data (JSON)
- Version
- v1Published
- First published
- Evidence type
- Interviews or qualitative study
- Sources
- 1 sourcePeer-reviewed
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This study examines Open and Distance Education students’ experiences of institutional services delivered through an LLM- and RAG-based chatbot, focusing on satisfaction, trust, institutional commitment, and reuse intention. At Faculty of Open and Distance Education, Atatürk University, 25,463 service sessions were recorded in December 2025. Of these, 25,351 entered the chatbot pathway and were recorded as resolved, while 112 directly accessed live support. Cross-channel verification identified 349 students whos…
The problem
In interviews with 15 Atatürk University distance-education students, participants said irrelevant chatbot answers made them cautious and that complex, multi-step requests exposed the limits of automation, increasing the need for human handoff.
What this doesn’t fix
Findings rest on 15 interviews retained from 24 completed at one faculty, drawn from students whose episodes stayed within the chatbot journey.
Sources
1 on file- Open Learning: The Journal of Open, Distance and e-Learningdoi:10.1080/02680513.2026.2758098
Cite this record
v1Truvace Impact Record TRV-2026-2508, v1: “Student experiences with an LLM- and RAG-based chatbot for institutional services in Open and Distance Education: a qualitative study.” Truvace, 2026-11-12. /record/TRV-2026-2508 (accessed on the day you copy it). sha256 fc6d5c49629ee618…
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