Edtech for student retention: how ai chatbots drive sustained success in higher education services

Abstract

This study examines the long-term impact of AI chatbots on student support and retention in higher education. Through a systematic review of research published between 2020 and 2024, it evaluates how AI chatbots support academic and administrative services, including admissions, examinations, academic advising, attendance, grades, and career services. The findings show that AI chatbots can improve student engagement, administrative efficiency, and query resolution. However, evidence of their long-term impact on student retention, particularly among first-generation students, international students, students with disabilities, and part-time learners, remains limited. The study highlights the need for demographic-specific research and provides recommendations for institutions seeking to implement AI chatbots effectively and inclusively.