Hispanic-Serving Institutions, Community Colleges, and Artificial Intelligence Chatbots: A Systematic Review and Interaction with HSI Community College Websites

May combine two claims.

Taylor et al. (2022) found that few institutional websites provided Spanish language admissions information and only 5.7% (19 of 331) of institutions with chatbots could provide information in Spanish, with even fewer chatbots elevating users to a human agent who can communicate in Spanish.

“They found that few institutional websites provided Spanish language admissions information and only 5.7% (19 of 331) of institutions with chatbots could provide information in Spanish, with even fewer chatbots elevating users to a human agent who can communicate in Spanish (Taylor et al., 2022).”

• cites Taylor et al., 2022 sourcePartly supported

  The Results (p. 90) report that few admissions webpages offered non-English content. Table 2 reports 19 Spanish-capable chatbots among 71 institutions with chat functions (26.8%) and only 5 Spanish-fluent live-chat options (7.0%). The claim’s 19 of 331 (5.7%) uses the full institutional sample as its denominator, not the institutions with chatbots, so that qualifier is incorrect. (LLM, conf=0.90)

  Experimental — accuracy not yet measured

May combine two claims.

Many AI technology companies were created from a white, Anglocentric perspective, so the tools and features developed for chatbots are often built using English, rather than Spanish meant for Spanish speakers and Latinx people.

“Research suggests that many AI technology companies were created from a white, Anglocentric perspective, so the tools and features developed for chatbots are often built using English, rather than Spanish meant for Spanish speakers and Latinx people (Taylor & Burnett, 2019;Taylor et al., 2022).”

• cites Taylor & Burnett, 2019Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

• cites Taylor et al., 2022 sourcePartly supported

  The Major Themes section (around p. 92) describes English-only chatbots and English-language interfaces that limit access for Spanish speakers. The Discussion (p. 95) likewise says few U.S. higher-education institutions programmed their chatbots to speak Spanish. The paper does not establish that many AI companies were created from a white, Anglocentric perspective or that this caused chatbot features to be built in English; its findings concern college admissions chat services. (LLM, conf=0.86)

  Experimental — accuracy not yet measured

May combine two claims.

Chatbots at private not-for-profit HSI community colleges could not elevate users to a live human agent who could communicate in either English or Spanish.

“Chatbots at private not-for-profit HSI community colleges did not respond in Spanish and could not elevate us to a live human agent who could communicate in either language.”

May combine two claims.

Some chatbots had different language preferences to access website information, but this feature was limiting because chatbot responses neither linked to resources in Spanish nor connected to a live human agent who could communicate in Spanish.

“some chatbots had different language preferences to access website information; however, this feature was limiting since chatbot responses neither linked us to resources in Spanish nor connected us to a live human agent who could communicate in Spanish.”

May combine two claims.

Only 29.1% of the HSI community colleges in the sample had chatbots, and a little over half of those chatbots were able to communicate in Spanish.

“only 29.1% of the HSI community colleges in our sample had chatbots and a little over half of those chatbots were able to communicate in Spanish.”

May combine two claims.

11 HSI community colleges referred the research team to a live agent who communicated in English, and 11 connected them to a live agent who communicated in Spanish.

“11 HSI community colleges referred us to a live agent who communicated in English, and 11 connected us to a live agent who communicated in Spanish.”

May combine two claims.

Chatbots informed users that their services were only available during normal business hours; they did not offer flexible hours.

“Chatbots would also inform us that their services were only available during normal business hours; that is, they did not offer flexible hours.”

May combine two claims.

When interacting with live agents, the research team was provided a more personalized experience; live agents tended to introduce themselves and ask questions that seemed less scripted.

“When interacting with the live agents, we were provided a more personalized experience.Live agents tended to introduce themselves and ask questions that seemed less scripted.”

May combine two claims.

Few HSI community colleges had chatbots that offered communication in multiple languages; only seven of 67 chatbots provided the option to chat in a language other than English and Spanish.

“The research team found that few HSI community colleges had chatbots that offered communication in multiple languages.Only seven of 67 chatbots provided the option to chat in a language other than English and Spanish.”

May combine two claims.

The research team was required to complete forms at seven institutions before they could use their chatbots; these chatbots were associated with five chatbot providers (LibChat, LiveChat, ProvideSupport, SysAid, and Tawk).

“we were required to complete forms at seven institutions before we could use their chatbots.These chatbots were associated with five chatbot providers (LibChat, LiveChat, ProvideSupport, SysAid, and Tawk).”

May combine two claims.

Victoria College provided a personalized experience through a chatbot; its chatbot was responsive to all questions, and when asked to speak with someone, the team was immediately connected to a live human agent, including a Spanish communicating agent.

“Victoria College was an exemplary HSI community college that provided a personalized experience through a chatbot.The chatbot interaction with Victoria College was responsive to all our questions, and when we asked to speak with someone, we were immediately connected to a live human agent, which ultimately included a Spanish communicating agent.”

May combine two claims.

Of the 67 HSI community colleges with chatbots, 65 were public institutions and two were private not-for-profit institutions.

“Of these, 65 were public institutions, and two were private not-for-profit institutions.”

May combine two claims.

A common practice identified when attempting to communicate with chatbots was the request for personal information; the information requested varied but often included name, email address, phone number, and academic major.

“A common practice that the research team identified when attempting to communicate with chatbots was the request for personal information.The personal information requested by chatbots varied from one institution to another, but it often included name, email address, phone number, and academic major.”

May combine two claims.

The other languages offered by HSI community college chatbots were limited to Chinese and Vietnamese, available only at California institutions.

“The other languages that were offered were also limited with only Chinese and Vietnamese options, which were only available at California institutions.”

Probably not a substantial claim: may not pass S2 (checkable), S3 (load-bearing).

Websites help promote an institution's mission and values for students, faculty, administrators, and community members.

“Websites help promote an institution's mission and values for students, faculty, administrators, and community members (Hutchings & Morgan, 2023).”

• cites Hutchings & Morgan, 2023Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

Probably not a substantial claim: may not pass S3 (load-bearing).

The study only examined if chatbots could communicate in Spanish.

“Third, this study only examined if chatbots could communicate in Spanish.”

Probably not a substantial claim: may not pass S2 (checkable), S4 (based).

HSI community colleges with Spanish or bilingual agents are likely more familiar with the needs of the community they serve.

“These HSI community colleges with Spanish or bilingual agents are likely more familiar with the needs of the community they serve.”

May combine two claims.

No study has examined how HSI community colleges leverage AI technology through chatbots and whether it serves Spanish-speaking communities.

“Yet, no study has examined how HSI community colleges leverage AI technology through chatbots and whether it serves Spanish-speaking communities (Garcia, 2019).”

• cites Garcia, 2019 sourceNot checked — no full text of the source

Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

When communicating with chatbots, the research team only asked questions focused on admissions and transfer information, so access to other information such as housing and student activities was beyond the scope of the study.

“Lastly, when communicating with chatbots, we only asked questions focused on admissions and transfer information, thus access to other information such as housing and student activities was beyond the scope of our study.”

Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

Two research team members were fluent in Spanish at the advanced-mid level according to ACTFL Proficiency Guidelines, though their Spanish fluency might not capture the experiences of all Spanish-speaking individuals interacting with the chatbots.

“Second, two of the research team members were fluent in Spanish-advanced-mid speakers using the American Council on the Teaching of Foreign Languages (ACTFL) (2012) Proficiency Guidelines-however, we recognize their Spanish fluency might not capture the experiences of all Spanishspeaking individuals interacting with the chatbots.”

• cites ACTFL, 2012Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

Classified as probably not a substantial claim. May combine two claims.

According to Garcia (2019), HSIs need to enact servingness through a race-conscious lens and positively affirm the language of Latinx and other minoritized students.

“According to Garcia (2019), HSIs need to enact servingness through a race-conscious lens and positively affirm the language of Latinx and other minoritized students.”

• cites Garcia, 2019 sourceNot checked — no full text of the source

Probably not a substantial claim: may not pass S3 (load-bearing).

HSI community colleges are investing in top AI technology to help serve their students.

“Though community colleges are often underfunded (Kelchen, 2019), this finding shows how HSI community colleges are investing in top AI technology to help serve their students.”

• AssumptionRests on an assumption: The host URL of the chatbot application within the webpage's CSS/programming code reliably identifies the chatbot vendor.

Classified as probably not a substantial claim.

The study analyzed only the home page or landing page of each institution.

“Accordingly, we chose to only analyze the home page or landing page.”

Probably not a substantial claim: may not pass S3 (load-bearing).

Community colleges receive less public funding than four-year institutions.

“community colleges receive less public funding than four-year institutions (Kelchen, 2019)”

• cites Kelchen, 2019 sourceNot checked — no full text of the source

May combine two claims.

Many community college students, including Latinx students, work full-time and enroll part-time because of their multiple responsibilities, and thus may not have time during the day to ask questions.

“Research has also shown that many community college students, including Latinx students, work full-time and enroll part-time because of their multiple responsibilities, thus they may not have time during the day to ask questions (American Association of Community Colleges [AACC], 2022; Alcantar & Hernandez, 2020).”

• cites American Association of Community Colleges [AACC], 2022Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

• cites Alcantar & Hernandez, 2020Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

Probably not a substantial claim: may not pass S2 (checkable), S3 (load-bearing).

HSI community college leaders have the potential to set the standard of how to best integrate servingness for linguistically diverse students and their families.

“HSI community college leaders have the potential to set the standard of how to best integrate servingness for linguistically diverse students and their families (Garcia, 2019).”

• cites Garcia, 2019 sourceNot checked — no full text of the source

Probably not a substantial claim: may not pass S2 (checkable).

The interaction with live agents humanizes the experience for Latinx students and families who are trying to learn more about an institution.

“The interaction with live agents humanizes the experience for Latinx students and families who are trying to learn more about an institution.”

Probably not a substantial claim: may not pass S3 (load-bearing).

Garcia and Ramirez (2018) encourage HSI leaders to become empowerment agents who are critically conscious of how they are serving students.

“Garcia and Ramirez (2018) encourage HSI leaders to become empowerment agents who are critically conscious of how they are serving students.”

• cites Garcia and Ramirez, 2018Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

Probably not a substantial claim: may not pass S2 (checkable).

Providing Spanish and bilingual resources and services is one way to enhance servingness.

“Providing Spanish and bilingual resources and services is one way to enhance servingness”

Probably not a substantial claim: may not pass S2 (checkable).

The study suggests that HSI community colleges can use AI technology to enhance their HSI designation to better serve Latinx students.

“Our study suggests that HSI community colleges can use AI technology to enhance their HSI designation to better serve Latinx students”

Probably not a substantial claim: may not pass S2 (checkable).

By investing in bilingual staff and online resources, HSI community colleges can implement servingness through their websites.

“By investing in bilingual staff and online resources, HSI community colleges can implement servingness through their websites.”

Probably not a substantial claim: may not pass S2 (checkable). May combine two claims.

One part of servingness is creating validating spaces and interactions for Latinx students, which must also include online and virtual platforms.

“One part of servingness is creating validating spaces and interactions for Latinx students (Garcia et al., 2019), which must also include online and virtual platforms.”

• cites Garcia et al., 2019 sourceNot checked — no full text of the source

Probably not a substantial claim: may not pass S2 (checkable).

HSI servingness would require that HSI community colleges create validating and inclusive virtual spaces not only for those who prefer to communicate in Spanish or English but also those who prefer to communicate in other languages.

“More importantly, HSI servingness would require that HSI community colleges create validating and inclusive virtual spaces not only for those who prefer to communicate in Spanish or English but also those who prefer to communicate in other languages.”

Probably not a substantial claim: may not pass S2 (checkable), S3 (load-bearing), S4 (based).

Providing the option to communicate in Spanish shows Latinx students that the institution values their culture and background.

“Additionally, providing the option to communicate in Spanish shows Latinx students that the institution values their culture and background.”