Abstract

The integration of intelligent systems in higher education institutions has shown considerable potential to improve operational efficiency and user satisfaction among students and administrative staff. Through automation, artificial intelligence, and educational analytics, these systems streamline administrative processes, reduce response times, and enhance the overall user experience. Despite growing interest in the field, comprehensive evidence regarding their actual impact remains scattered across diverse case studies. This systematic review analyzed 37 empirical studies selected from Scopus and Web of Science databases, following PRISMA 2020 guidelines. The review focused on evaluating the effects of intelligent systems including chatbots, AI-powered platforms, and automation tools on administrative efficiency and user satisfaction. Studies were assessed using the CASP checklist to evaluate risk of bias. Data were extracted and analyzed using RStudio, combining narrative synthesis with descriptive and inferential techniques. Findings revealed that the use of intelligent systems consistently contributed to improved processing times up to 50% reductions in some cases and high satisfaction levels among users, often exceeding 4.3 on 5-point Likert scales. Improvements were also observed in cost reduction, error minimization, service accessibility, and personalization of learning experiences. However, variability in satisfaction outcomes was influenced by contextual factors such as user expectations, previous exposure to technology, and system alignment with institutional goals. Most studies exhibited high methodological quality, although some lacked explicit discussion of researcher reflexivity or long-term implications. This review highlights the transformative role of intelligent systems in enhancing administrative and educational processes in higher education. Institutions adopting these technologies should prioritize user-centered design, ethical data governance, and strategic alignment to ensure sustainable, effective implementation. ©2025 The authors.