Assessing ICT Infrastructure Requirements for AI-Powered Virtual Assistants in Delivering ICT Technical Support to Kenyan Public Universities

Abstract

In recent years, the global landscape has witnessed a significant surge in the utilization of artificial intelligence (AI) for devising intelligent solutions across corporate entities and institutions of higher education. This paper underscores the profound impact of AI in shaping the landscape of smart solutions and particularly emphasizes the deployment of AI-powered virtual assistants. These virtual assistants hold the potential to revolutionize ICT technical support provision in public universities by expediting the resolution of routine technical issues faced by students and potentially reducing dependency on dedicated ICT support personnel. However, the successful implementation of such transformative technology necessitates a comprehensive understanding of the requisite ICT infrastructure. This study aims to meticulously analyze the essential ICT infrastructure components crucial for the effective deployment of AIpowered virtual assistants. Employing a content analysis approach, the study gathered pertinent data from a corpus of 20 peer-reviewed journal articles centered on the themes of "ICT infrastructure" and "AI-powered Virtual Assistant." The investigation disclosed prominent AI platforms such as IBM Watson, Google Dialogflow, Microsoft Azure, and Amazon Lex as prevalent choices for Natural Language Processing in constructing AI-powered virtual assistants. These platforms exhibited inherent capabilities encompassing natural language comprehension, processing, and generation. Programming languages such as JavaScript, Java, C#, SQL, Python, and Php emerged as popular choices for coding the AI-driven chatbot. Core hardware requirements included servers, smartphones, routers, and PCs. Pertinent software components encompassed Application Programming Interfaces (APIs), Operating Systems (OS), and Integrated Development Environments (IDEs). Furthermore, Facebook and WhatsApp emerged as prevalent messaging platforms for the testing, deployment, and user interaction aspects of the AI-powered chatbot. The outcomes of this study are anticipated to provide valuable insights for policy makers, IT practitioners, and university administrators, facilitating informed decision-making on the strategic integration of AI-powered virtual assistants to bolster ICT technical support for students.