Designing a Hybrid AI Chatbot Framework for Student Support: Integrating NLP and Human Oversight in African Universities

Abstract

The digital transformation of higher education in Africa necessitates innovative solutions tailored to the continent’s linguistic diversity, cultural nuances, and infrastructural constraints. While AI chatbots offer promise in streamlining student support services, existing frameworks inadequately address challenges such as multilingual interactions, low-bandwidth environments, and compliance with evolving data regulations like Rwanda’s Data Protection Law (No. 058/2021). This study proposes a hybrid conceptual framework for AI chatbots that integrates lightweight Natural Language Processing (NLP) models with human oversight, designed specifically for African universities. By leveraging decision trees, intent mapping, and structured conversation flows, the framework enables institutions to automate routine tasks while maintaining contextual and empathetic support through dynamic escalation protocols. Key innovations include offline functionality for resource-constrained settings, cultural appropriateness checks to interpret indirect queries, and bias-mitigation strategies aligned with ethical guidelines. Developed through mixed-methods research, including case studies at the University of Kigali, expert interviews, and iterative prototyping, the framework demonstrated an 85% projected accuracy in resolving academic inquiries and reduced staff workload by 30% in simulations. Findings underscore the viability of no-code platforms for scalable deployment, emphasizing the balance between automation and human intervention. This research contributes a context-aware model for AI adoption in higher education, bridging global technological advancements with Africa’s socio-technical realities while prioritizing ethical compliance and student-centric design.