OPTIMIZED STUDENTS COMPLAINT RESOLUTION SYSTEM USIN CHATBOT (CASE STUDY OF ICT ADEKUNLE AJASIN UNIVERSITY AKUNBA AKOKO

The increasing number of student complaints in higher institutions has made manual complaint handling systems inefficient and time-consuming. This study focuses on the development of an optimized student complaint resolution system using a chatbot, with a case study of the ICT unit at Adekunle Ajasin University, Akungba-Akoko. The aim of the study is to design and implement an automated system that can effectively receive, process, and respond to students’ complaints in real time. The chatbot-based system is designed to provide quick responses, guide students through complaint submission, and reduce the workload of ICT staff. The system utilizes artificial intelligence and natural language processing techniques to interact with users and provide appropriate solutions or escalate issues when necessary. Data for the study were gathered through observation and analysis of the existing complaint management process within the ICT department. The findings reveal that the chatbot system improves response time, enhances accessibility, and increases the efficiency of complaint resolution. The study concludes that integrating chatbot technology into student service systems can significantly improve communication, reduce delays, and enhance service delivery in higher institutions. It is therefore recommended that universities adopt chatbot-based systems to modernize complaint management and improve student satisfaction.