Abstract:

The Zimbabwe Schools Examination Council (ZIMSEC) administers public examinations to approximately 700,000 to 1 million candidates annually. These candidates are distributed across 10 provinces and 11500 examination centers, of which 80% are rural-based. Despite implementing a computerized candidate registration system, stakeholder support challenges persist due to the sheer scale of operations. Leveraging AI and emerging technologies, this paper introduces an innovative support solution through a generative AI-powered chatbot, developed using Microsoft Copilot Studio. The chatbot provides 24/7 real-time assistance to candidates, parents, and examination centers, effectively reducing the cost and complexity of the registration process. Results from a 21-day pilot indicate improved engagement, with 66% stakeholder satisfaction and an 83% query resolution rate. The paper concludes by advocating for AI-based support systems integrated with data analytics to drive process optimization and enhance stakeholder satisfaction across educational assessment systems.

Keywords:

AI, Emerging Technologies, Stakeholder Engagement, Data-driven Insights, Public Examinations, Chatbot Support.