Developing a Chatbot to enhance learner support in the use of Makerere University learning management system

Abstract

Learner support is essential for students’ academic success, particularly in online learning environments where immediate access to support services is often limited. At Makerere University, the adoption of blended learning through the Makerere University Electronic Learning Environment (MUELE) platform has provided learners with the flexibility to study at their own pace and time. Although several initiatives have been implemented to support online learners, many still struggle to effectively navigate and use the platform and frequently seek assistance. However, due to the limited availability of support staff, especially after working hours, online learners often face delays, leading to frustration, reduced motivation, which negatively impacts their overall learning experience. This study aimed at developing a chatbot to enhance learner support on the use of MUELE was guided by three objectives: (1) to assess existing learner support needs such as need for timely and interactive support intervention; (2) to develop a chatbot, informed by user needs, to respond to frequently asked questions and guide learners in using MUELE; and (3) to evaluate the chatbot’s effectiveness, by assessing usability, accuracy and its role to promote indepencent learning. A mixed-methods approach grounded in Social Constructivist learning theory was employed, targeting online students from the Bachelors of Education-External, Bachelors of Commerce -External, and Bachelors of Science external programmes, along with eLearning support staff. Quantitative data was collected through surveys, while qualitative insights were gathered using interviews and Focus Group Discussion. A total of 207 participants responded to the survey. Findings revealed that timely and personalized guidance significantly enhances learning. The chatbot served as a 24/7 scaffolding tool, enabling learners to navigate MUELE independently while fostering autonomy and engagement. The study concludes that integrating a chatbot ensures immediate assistance, especially outside working hours, reducing delays, minimising frustration, and improving the overall learning experience. Further research could explore how chatbots can be strategically integrated into LMS to provide holistic support services and automation of learning tasks.