USE OF ARTIFICIAL INTELLIGENCE IN ENHANCING COUNSELLING SERVICE DELIVERY IN EDUCATIONAL INSTITUTIONS: EVIDENCE FROM PRIVATE UNIVERSITIES IN EDO STATE, NIGERIA

Abstract

Abstract

Artificial intelligence (AI) is increasingly transforming counselling practice by improving the accessibility, efficiency, and responsiveness of student support services in higher education. Despite its growing adoption globally, empirical evidence on its application in university counselling services in Nigeria remains limited. This study investigated the role of artificial intelligence in enhancing counselling service delivery in selected private universities in Edo State, Nigeria, using a descriptive survey research design. The study involved 240 respondents, comprising 25 professional counsellors, 15 student affairs personnel, and 200 undergraduate students, selected through proportionate stratified and simple random sampling techniques. Data were collected using a researcher-developed instrument titled Artificial Intelligence and Counselling Service Delivery Questionnaire (AICSDQ). The instrument was validated by experts in Guidance and Counselling, Educational Technology, and Measurement and Evaluation, while a pilot study yielded a Cronbach's alpha reliability coefficient of .88. Data were analyzed using mean and standard deviation, with a criterion mean of 2.50. The findings revealed that artificial intelligence had a moderately positive influence on counselling service delivery (Grand Mean = 3.01). Respondents agreed that AI improved students' access to counselling services, facilitated quicker responses to enquiries, and strengthened career guidance and academic advising. The study further revealed that inadequate AI training for counsellors, ethical and confidentiality concerns, weak institutional policies, and limited funding were the major barriers to effective AI integration (Grand Mean = 3.08). The study concluded that AI can significantly strengthen counselling service delivery when supported by adequate institutional policies, professional competence, and ethical safeguards. It was recommended that private universities should invest in AI infrastructure, continuous capacity building, and responsible AI governance to enhance counselling services.