Design and Development of an AI-Driven Educational CRM Platform
Students Name: Sosnitska Vitalina Vitaliivna
Qualification Level: magister
Speciality: Computer Technologies and Systems for Publishing and Printing Industry
Institute: Institute of Computer Science and Information Technologies
Mode of Study: full
Academic Year: 2025-2026 н.р.
Language of Defence: англійська
Abstract: The master’s thesis presents the theoretical foundations, methodological approaches, and practical results of developing an AI-oriented educational CRM system aimed at improving the efficiency of academic process management in higher education institutions. The primary goal of the research is to create and substantiate the concept of an intelligent CRM system for universities, capable of ensuring an integrated organization of the learning process, centralized access to educational information, and enhanced interaction between students and instructors. The work examines the current state of educational digitalization, analyzes existing software analogues, identifies key user problems, and formulates functional requirements for the system. Significant attention is devoted to investigating the role of artificial intelligence in managing academic processes, as well as to UX/UI design methods and system analysis, which formed the basis for constructing the information architecture, user scenarios, CJM, JTBD, and subsequent interface development. The practical part includes the full design cycle of the system. An economic feasibility study of the proposed solution was also conducted, comparing the costs and effectiveness of the project with an existing market analogue. The result of the work is a prototype of an educational CRM platform that integrates classical learning management mechanisms with the capabilities of artificial intelligence. The explanatory report consists of an introduction, six chapters, conclusions, and a reference list; it contains 99 pages, 18 figures, and 12 tables. The list of references includes 24 bibliographic sources.