{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,7,17]],"date-time":"2026-07-17T05:05:20Z","timestamp":1784264720001,"version":"3.55.0"},"reference-count":56,"publisher":"Frontiers Media SA","license":[{"start":{"date-parts":[[2026,7,17]],"date-time":"2026-07-17T00:00:00Z","timestamp":1784246400000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0\/"}],"content-domain":{"domain":["frontiersin.org"],"crossmark-restriction":true},"short-container-title":["Front. Educ."],"abstract":"<jats:sec>\n                    <jats:title>Introduction<\/jats:title>\n                    <jats:p>The increasing adoption of AI-powered conversational systems in higher education has created new opportunities for scalable student support and digitally mediated engagement. However, limited research has examined how students behaviourally engage with these systems using real-world interaction data, particularly within resource-constrained institutional contexts. This study investigates patterns of student engagement within an institutional chatbot-supported student support environment using an exploratory learning analytics approach. Drawing on the Technology Acceptance Model (TAM) as an interpretive framework, it conceptualises engagement sustainability as a behavioural lens for understanding continued interaction beyond initial system use.<\/jats:p>\n                  <\/jats:sec>\n                  <jats:sec>\n                    <jats:title>Methods<\/jats:title>\n                    <jats:p>An exploratory descriptive learning analytics design was employed to analyse 1,495 chatbot interaction records collected from a hybrid AI-assisted student support system deployed at a South African University of Technology between July and November 2025. Behavioural interaction data were analysed using Microsoft Power BI to identify engagement patterns, interaction persistence, support-query trends, and system-classified resolution outcomes.<\/jats:p>\n                  <\/jats:sec>\n                  <jats:sec>\n                    <jats:title>Results<\/jats:title>\n                    <jats:p>The findings indicate that chatbot-supported student engagement occurs within a hybrid interaction environment combining automated conversational processing with human-assisted institutional support. Student interaction patterns were highly uneven, with a small proportion of users accounting for a disproportionately large share of system activity, while many users disengaged after initial interactions. Chatbot usage was concentrated primarily within administrative support domains, and system-classified completion rates were high for structured queries. However, extended response times associated with escalated interactions reflected institutional workflow processes rather than chatbot processing performance.<\/jats:p>\n                  <\/jats:sec>\n                  <jats:sec>\n                    <jats:title>Discussion<\/jats:title>\n                    <jats:p>This study demonstrates the value of behavioural interaction log analysis for understanding AI-mediated student engagement in higher education. By interpreting engagement sustainability as an observable behavioural phenomenon, it extends existing applications of the Technology Acceptance Model beyond adoption intentions to actual usage behaviour. The findings further highlight the importance of considering interaction patterns, institutional context, and hybrid human\u2013AI support models when evaluating the effectiveness and sustainability of chatbot-supported student engagement in higher education.<\/jats:p>\n                  <\/jats:sec>","DOI":"10.3389\/feduc.2026.1851891","type":"journal-article","created":{"date-parts":[[2026,7,17]],"date-time":"2026-07-17T04:22:49Z","timestamp":1784262169000},"update-policy":"https:\/\/doi.org\/10.3389\/crossmark-policy","source":"Crossref","is-referenced-by-count":0,"title":["Behavioural engagement patterns in an AI-powered student support chatbot: an exploratory learning analytics study"],"prefix":"10.3389","volume":"11","author":[{"given":"Nondumiso","family":"Shabangu","sequence":"first","affiliation":[{"name":"Learning and Teaching Development Centre, Mangosuthu University of Technology","place":["Durban, South Africa"]}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Phiwayinkosi Richmond","family":"Gumede","sequence":"additional","affiliation":[{"name":"Quality Management Directorate, Mangosuthu University of Technology","place":["Durban, South Africa"]}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Khulekani","family":"Yakobi","sequence":"additional","affiliation":[{"name":"Information and Corporate Management, Durban University of Technology","place":["Durban, South Africa"]}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"1965","published-online":{"date-parts":[[2026,7,17]]},"reference":[{"key":"B1","volume-title":"Ethical Considerations in AI for Education","author":"Aiken","year":"2021"},{"key":"B2","doi-asserted-by":"publisher","first-page":"1550147","DOI":"10.3389\/feduc.2025.1550147","article-title":"Student engagement with artificial intelligence tools in higher education","volume":"10","author":"Al Mashagbeh","year":"2025","journal-title":"Front. Educ."},{"key":"B3","doi-asserted-by":"publisher","first-page":"411","DOI":"10.1080\/10447318.2023.2301252","article-title":"Navigating human-chatbot interactions: an investigation into factors influencing user satisfaction and engagement","volume":"41","author":"Al-Shafei","year":"2025","journal-title":"Int. J. Hum.\u2013Comput. Interact."},{"key":"B4","doi-asserted-by":"publisher","first-page":"324","DOI":"10.48009\/1_iis_2025_124","article-title":"More than a chatbot: human-centered AI for student engagement and academic efficiency","volume":"26","author":"Angela","year":"2025","journal-title":"Issues Inform. Syst."},{"key":"B4a","first-page":"296","article-title":"Digital literacy and technology adoption in agriculture: a systematic review of factors and strategies","volume":"7","author":"Arangur\u00ed","year":"2025","journal-title":"AgriEng."},{"key":"B5","doi-asserted-by":"publisher","first-page":"594","DOI":"10.1108\/JARHE-11-2023-0514","article-title":"Revisiting university students\u2019 intention to accept AI-powered chatbot with an integration between TAM and SCT: a south Asian perspective","volume":"17","author":"Awal","year":"2025","journal-title":"J. Appl. Res. High. Educ."},{"key":"B6","doi-asserted-by":"publisher","first-page":"201","DOI":"10.1016\/S0167-9236(01)00111-7","article-title":"An empirical analysis of the antecedents of electronic commerce service continuance","volume":"32","author":"Bhattacherjee","year":"2001","journal-title":"Decis. Support. Syst."},{"key":"B7","doi-asserted-by":"publisher","first-page":"6357","DOI":"10.1007\/s10639-023-12076-x","article-title":"Investigating student acceptance of an academic advising chatbot in higher education institutions","volume":"29","author":"Bilquise","year":"2024","journal-title":"Educ. Inf. Technol."},{"key":"B8","doi-asserted-by":"publisher","first-page":"398","DOI":"10.1080\/08838151.2025.2519730","article-title":"How conversational contingency shapes trust in human-AI interaction: evidence from a two-wave mediation study","volume":"69","author":"Cao","year":"2025","journal-title":"J. Broadcast. Electron. Media"},{"key":"B9","article-title":"Multi-layered digital inequalities in HEIs: the paradox of the post-digital society","volume-title":"New Visions for Higher Education Towards 2030 \u2013 Part 2: Transitions: Key Topics, Key Voices","author":"Czerniewicz","year":"2022"},{"key":"B10","doi-asserted-by":"publisher","first-page":"235","DOI":"10.3390\/info16030235","article-title":"AI chatbots in education: challenges and opportunities","volume":"16","author":"Davar","year":"2025","journal-title":"Information"},{"key":"B11","doi-asserted-by":"publisher","first-page":"319","DOI":"10.2307\/249008","article-title":"Perceived usefulness, perceived ease of use, and user acceptance of information technology","volume":"13","author":"Davis","year":"1989","journal-title":"MIS. Q."},{"key":"B12","doi-asserted-by":"publisher","first-page":"19","DOI":"10.3991\/ijim.v19i12.54163","article-title":"AI chatbots in higher education: opportunities and challenges for personalized and mobile learning","volume":"19","author":"El Mourabit","year":"2025","journal-title":"Int. J. Interact. Mob. Technol."},{"key":"B13","doi-asserted-by":"publisher","first-page":"625","DOI":"10.24106\/kefdergi.1750218","article-title":"Examining the use of AI-powered chatbots in education","volume":"33","author":"Ers\u00f6z","year":"2025","journal-title":"Kastamonu Educ. J."},{"key":"B14","doi-asserted-by":"publisher","first-page":"304","DOI":"10.1504\/IJTEL.2012.051816","article-title":"Learning analytics: drivers, developments and challenges","volume":"4","author":"Ferguson","year":"2012","journal-title":"Int. J. Technol. Enhanc. Learn."},{"key":"B15","doi-asserted-by":"publisher","first-page":"9","DOI":"10.48009\/1_iis_2025_102","article-title":"Adoption of AI chatbots by South African university students","volume":"26","author":"Funda","year":"2025","journal-title":"Issues Inform. Syst."},{"key":"B17","volume-title":"Artificial Intelligence in Education: Promises and Implications for Teaching and Learning","author":"Holmes","year":"2019"},{"key":"B18","first-page":"61","article-title":"AI-powered chatbots for enhancing accessibility in higher education","volume":"92","author":"Horvat","year":"2025","journal-title":"Elektrotehniski Vestnik"},{"key":"B20","doi-asserted-by":"publisher","first-page":"237","DOI":"10.1111\/jcal.12610","article-title":"Chatbots for language learning\u2014are they really useful? A systematic review of chatbot-supported language learning","volume":"38","author":"Huang","year":"2022","journal-title":"J. Comput. Assist. Learn."},{"key":"B21","doi-asserted-by":"publisher","first-page":"1055","DOI":"10.1108\/EL-06-2024-0166","article-title":"Revisiting the TAM: adapting the model to advanced technologies and evolving user behaviours","volume":"42","author":"Ishengoma","year":"2024","journal-title":"Electron. Libr."},{"key":"B22","doi-asserted-by":"publisher","DOI":"10.1177\/0958305X251343056","article-title":"Simulating conversations with nature: the effects of an environment-anthropomorphic chatbot on climate attitudes and intentions","author":"Jang","year":"2025","journal-title":"Ener. Environ."},{"key":"B23","doi-asserted-by":"publisher","first-page":"1656204","DOI":"10.3389\/feduc.2025.1656204","article-title":"Toward sustained interaction: investigating the drivers of continued use of AI chatbots","volume":"10","author":"Jiang","year":"2025","journal-title":"Front. Educ."},{"key":"B24","doi-asserted-by":"publisher","first-page":"1541","DOI":"10.1177\/01655515221124066","article-title":"Investigating the relationships between dialog patterns and user satisfaction in customer service chat systems based on chat log analysis","volume":"50","author":"Jiang","year":"2024","journal-title":"J. Inf. Sci."},{"key":"B25","doi-asserted-by":"publisher","first-page":"405","DOI":"10.1007\/s10758-021-09541-2","article-title":"Learning analytics in online learning environments: a systematic review","volume":"27","author":"Kew","year":"2022","journal-title":"Technol. Knowl. Learn."},{"key":"B26","doi-asserted-by":"publisher","first-page":"56","DOI":"10.1186\/s41239-023-00426-1","article-title":"Role of AI chatbots in education: systematic literature review","volume":"20","author":"Labadze","year":"2023","journal-title":"Int. J. Educ. Technol. High. Educ."},{"key":"B27","doi-asserted-by":"publisher","first-page":"100167","DOI":"10.1016\/j.caeai.2023.100167","article-title":"CHAT-ACTS: a pedagogical framework for personalized chatbot learning","volume":"5","author":"Lin","year":"2023","journal-title":"Comput. Educ.: Artif. Intell."},{"key":"B28","volume-title":"Intelligence Unleashed: An Argument for AI in Education","author":"Luckin","year":"2016"},{"key":"B29","doi-asserted-by":"publisher","first-page":"zmaf013","DOI":"10.1093\/jcmc\/zmaf013","article-title":"AI-mediated social support: the prospect of human\u2013AI collaboration","volume":"30","author":"Meng","year":"2025","journal-title":"J. Comput. Mediat. Commun."},{"key":"B30","doi-asserted-by":"publisher","first-page":"368","DOI":"10.3390\/educsci10070180","article-title":"COVID-19 and the digital transformation of education","volume":"10","author":"Mhlanga","year":"2020","journal-title":"Educ. Sci."},{"key":"B31","doi-asserted-by":"publisher","first-page":"735","DOI":"10.1007\/s10796-019-09928-8","article-title":"Leveraging data analytics for behavioral research","volume":"21","author":"Motiwalla","year":"2019","journal-title":"Inf. Syst. Front."},{"key":"B32","doi-asserted-by":"crossref","first-page":"53","DOI":"10.4018\/979-8-3693-8734-4.ch003","article-title":"Integrating chatbots into educational management systems in the global institutions of higher learning: streamlining administrative tasks","volume-title":"Chatbots in Educational Leadership and Management","author":"Musundire","year":"2025"},{"key":"B34","doi-asserted-by":"publisher","first-page":"96","DOI":"10.3390\/computers14030096","article-title":"A chatbot student support system in open and distance learning institutions","volume":"14","author":"Ndunagu","year":"2025","journal-title":"Computers"},{"key":"B35","doi-asserted-by":"publisher","first-page":"1871","DOI":"10.1108\/ITP-06-2023-0577","article-title":"A longitudinal model of continued acceptance of conversational artificial intelligence","volume":"38","author":"Ng","year":"2025","journal-title":"Inf. Technol. People"},{"key":"B36","doi-asserted-by":"publisher","first-page":"100033","DOI":"10.1016\/j.caeai.2021.100033","article-title":"Chatbots applications in education: a systematic review","volume":"2","author":"Okonkwo","year":"2021","journal-title":"Comput. Educ.: Artif. Intell."},{"key":"B37","doi-asserted-by":"publisher","first-page":"228","DOI":"10.3390\/jtaer20030228","article-title":"How perceived motivations influence engagement with AI-powered chatbots","volume":"20","author":"Pang","year":"2025","journal-title":"J. Theor. Appl. Electron. Commer. Res."},{"key":"B38","doi-asserted-by":"publisher","first-page":"146","DOI":"10.1080\/07421222.2023.2301175","article-title":"Taking the chat out of chatbot?","volume":"41","author":"Sachdeva","year":"2024","journal-title":"J. Manag. Inf. Syst."},{"key":"B39","first-page":"7565","article-title":"Evaluating AI-powered learning assistants in engineering higher education with implications for student engagement, ethics, and policy","volume-title":"Sci. Rep.","author":"Sajja","year":"2026"},{"key":"B40","doi-asserted-by":"publisher","first-page":"922","DOI":"10.3390\/educsci14080922","article-title":"Perceptions and use of AI chatbots among students in higher education","volume":"14","author":"Schei","year":"2024","journal-title":"Educ. Sci."},{"key":"B41","first-page":"252","article-title":"Learning analytics and educational data mining: towards communication and collaboration","author":"Siemens","year":"2012"},{"key":"B42","doi-asserted-by":"publisher","first-page":"142","DOI":"10.17159\/2520-9868\/i99a08","article-title":"Artificial intelligence in higher education South Africa","volume":"99","author":"Sokhulu","year":"2025","journal-title":"J. Educ."},{"key":"B43","doi-asserted-by":"publisher","first-page":"41","DOI":"10.4038\/jmm.v11i2.74","article-title":"Stakeholders' views on AI-powered chatbots for enhancing student support services in Nigerian universities: a case study of Al-Hikmah University","volume":"11","author":"Suleiman","year":"2025","journal-title":"J. Manag. Matters"},{"key":"B43a","doi-asserted-by":"crossref","first-page":"2067","DOI":"10.1016\/j.chb.2011.08.005","article-title":"A meta-analysis of e-learning technology acceptance: the role of user types and e-learning technology types","volume":"27","author":"\u0160umak","year":"2011","journal-title":"Comput. Hum. Behav."},{"key":"B44","doi-asserted-by":"publisher","first-page":"2295654","DOI":"10.1080\/2331186X.2023.2295654","article-title":"ChatGPT use in universities in South Africa","volume":"11","author":"Tarisayi","year":"2024","journal-title":"Cogent Educ."},{"key":"B45","volume-title":"Digital Inequalities in South African Higher Education","author":"Van Zyl","year":"2022"},{"key":"B46","doi-asserted-by":"publisher","first-page":"186","DOI":"10.1287\/mnsc.46.2.186.11926","article-title":"A theoretical extension of the technology acceptance model","volume":"46","author":"Venkatesh","year":"2000","journal-title":"Manage. Sci."},{"key":"B48","doi-asserted-by":"publisher","first-page":"397","DOI":"10.1007\/s12559-015-9326-z","article-title":"Open challenges in modelling human behaviour","volume":"7","author":"Vinciarelli","year":"2015","journal-title":"Cognit. Comput."},{"key":"B49","first-page":"1","article-title":"Leveraging large language models to power chatbots","author":"Wei","year":"2024"},{"key":"B50","volume-title":"How the University of Johannesburg Uses AI Chatbots to Increase Student Engagement and Reduce Costs","author":"Wessels","year":"2025"},{"key":"B51","first-page":"1","article-title":"Unleashing the potential of chatbots in education","author":"Winkler","year":"2018"},{"key":"B52","doi-asserted-by":"publisher","first-page":"151","DOI":"10.18608\/hla17.013","article-title":"Learning analytics implementation design","volume":"1","author":"Wise","year":"2017","journal-title":"Handb. Learn. Analyt."},{"key":"B53","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1177\/21582440251409441","article-title":"Technology acceptance model in artificial intelligence in education: a meta-analysis","volume":"16","author":"Xue","year":"2026","journal-title":"SAGE Open"},{"key":"B54","doi-asserted-by":"crossref","first-page":"516","DOI":"10.2991\/978-94-6463-630-7_28","article-title":"Unlocking the potential of AI in higher education: a multi-dimensional study of ChatGPT adoption at a South African university","volume-title":"Proceedings of the Focus Conference (TFC 2024)","author":"Xulu","year":"2024"},{"key":"B55","doi-asserted-by":"publisher","first-page":"100806","DOI":"10.1016\/j.iheduc.2021.100806","article-title":"Video learning analytics","volume":"50","author":"Yoon","year":"2021","journal-title":"Internet High. Educ."},{"key":"B56","doi-asserted-by":"publisher","first-page":"39","DOI":"10.1186\/s41239-019-0171-0","article-title":"Systematic review of AI in higher education","volume":"16","author":"Zawacki-Richter","year":"2019","journal-title":"Int. J. Educ. Technol. High. Educ."},{"key":"B57","doi-asserted-by":"publisher","first-page":"48","DOI":"10.7172\/2449-6634.jmcbem.2025.1.4","article-title":"Using AI to improve customer engagement","volume":"1","author":"Zemmouri","year":"2025","journal-title":"J. Mark. Consum. Behav. Emerg. Mark."},{"key":"B58","doi-asserted-by":"publisher","first-page":"4529","DOI":"10.1080\/10494820.2023.2202704","article-title":"A review of chatbot-assisted learning","volume":"32","author":"Zhang","year":"2024","journal-title":"Interact. Learn. Environ."}],"container-title":["Frontiers in Education"],"original-title":[],"link":[{"URL":"https:\/\/www.frontiersin.org\/articles\/10.3389\/feduc.2026.1851891\/full","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2026,7,17]],"date-time":"2026-07-17T04:22:51Z","timestamp":1784262171000},"score":1,"resource":{"primary":{"URL":"https:\/\/www.frontiersin.org\/articles\/10.3389\/feduc.2026.1851891\/full"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2026,7,17]]},"references-count":56,"alternative-id":["10.3389\/feduc.2026.1851891"],"URL":"https:\/\/doi.org\/10.3389\/feduc.2026.1851891","relation":{},"ISSN":["2504-284X"],"issn-type":[{"value":"2504-284X","type":"electronic"}],"subject":[],"published":{"date-parts":[[2026,7,17]]},"article-number":"1851891"}}