Change Management in Higher Education Administration: Perceptions of an AI Chatbot for Student Affairs Office

Digital transformation is increasingly influencing the way universities deliver administrative and support services. AI-powered chatbots are emerging as promising tools to enhance communication, efficiency, and user experience in student–university interactions. However, their successful implementation requires not only technological preparedness but also thoughtful change management to align organizational culture, stakeholder expectations, and service workflows. This paper presents a qualitative study exploring how university students perceive the planned introduction of an AI chatbot at a faculty’s student administration office. Using semi-structured interviews, the research examines expectations, perceived benefits, and concerns related to the chatbot’s integration into academic service processes. The analysis will be grounded in the theoretical framework of change management and institutional adaptability. The study aims to contribute to a deeper understanding of how students conceptualize AI-driven change in university administration, offering practical insights for managing digital transformation in higher education institutions.