学生实际提出的问题：混合支持系统中的需求结构与自动化潜力
What Students Actually Ask: Demand Structure and Automation Potential in a Hybrid Support System
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中文总结 AI 辅助
本研究分析AI集成查询解决平台中4093个查询，发现需求集中且自动化潜力有限，证书提交步骤占主导，进度查询难以自动化。
中文摘要 AI 辅助
大型在线课程在入学阶段会收到大量查询，其规模增长速度超过了可回答问题的员工数量。本文报告了一项关于AI集成查询解决平台的研究，该平台将收到的查询分散到四条路径：基于AI的助手、同伴参与者的回答、精选的常见问题语料库，以及升级给管理员。在九周内，从2026年5月2日至7月6日，该系统处理了由1434名参与者提出的4093个查询。几乎每个查询都达到了记录的解决状态，五分之一的查询在一小时内关闭。114个语料库条目的重复使用吸收了21.3%的查询量，参与者自行解决了另外12.2%的查询，132名参与者以中位数9至15分钟的时间互相回答问题，这表明同伴回答（在发生的情况下）是快速的，并在整个队列中广泛分布。对查询文本进行分类显示，需求是狭窄而非多样的。一个单一的流程步骤——提交证书及随后的录取通知书——占语料库介导解决的56.8%，至少20.4%的查询涉及待处理提交的进度而非信息请求，这类查询助手仅服务了1.3%的时间，因为存储的答案无法报告个人当前状态。仅8.0%由人工处理的查询重复了语料库中已有的内容，这表明知识库已被充分利用。大多数直接的管理关闭发生在同步批量事件中，这种模式塑造了记录应被解读的方式。
英文摘要
Large online programmes receive heavy volumes of queries during onboarding, at a scale that grows faster than the number of staff available to answer them. This paper reports a study of an AI integrated query resolution platform that spreads incoming queries across four routes: an AI based assistant, answers from fellow participants, a curated corpus of frequently asked questions, and escalation to administrators. Over nine weeks, from 2 May to 6 July 2026, the system handled 4,093 queries raised by 1,434 participants. Nearly every query reached a recorded resolution, and one query in five closed within an hour. Reuse of 114 corpus entries absorbed 21.3% of the volume, participants resolved a further 12.2% on their own, and 132 participants answered questions for one another at a median of 9 to 15 minutes, showing that peer answering, where it occurred, was fast and broadly shared across the cohort. Classifying the query text shows that demand was narrow rather than varied. A single process step, the submission of a certificate and the offer letter that follows it, accounts for 56.8% of corpus mediated resolutions, and at least 20.4% of queries concern the progress of a pending submission rather than a request for information, a class the assistant served only 1.3% of the time, since a stored answer cannot report an individual's current status. Only 8.0% of the queries handled by a person duplicated content already in the corpus, which indicates that the knowledge base was already well used. Most direct administrative closures occur in synchronous bulk events, a pattern that shapes how the records should be read.
发表机构
- Indian Institute of Technology Ropar（印度技术学院罗帕尔分校）
机构由 AI 辅助整理，请以论文原文为准。
