Unimib Assistant: designing a student-friendly RAG-based chatbot for all their needs

Natural language processing skills of Large Language Models (LLMs) are unprecedented, having wide diffusion and application in different tasks. This pilot study focuses on specializing ChatGPT behavior through a Retrieval-Augmented Generation (RAG) system using the OpenAI custom GPTs feature. The purpose of our chatbot, called Unimib Assistant, is to provide information and solutions to the specific needs of University of Milano-Bicocca (Unimib) students through a question-answering approach. We provided the system with a prompt highlighting its specific purpose and behavior, as well as university-related documents and links obtained from an initial need-finding phase, interviewing six students. After a preliminary customization phase, a qualitative usability test was conducted with six other students to identify the strengths and weaknesses of the chatbot, with the goal of improving it in a subsequent redesign phase. While the chatbot was appreciated for its user-friendly experience, perceived general reliability, well-structured responses, and conversational tone, several significant technical and functional limitations emerged. In particular, the satisfaction and overall experience of the users was impaired by the system's inability to always provide fully accurate information. Moreover, it would often neglect to report relevant information even if present in the materials uploaded and prompt given. Furthermore, it sometimes generated unclickable links, undermining its trustworthiness, since providing the source of information was an important aspect for our users. Further in-depth studies and feedback from other users as well as implementation iterations are planned to refine our Unimib Assistant.