Lessons Learned in Deploying a Multi-Agent Learning Support System: The I-Help Experience

In this paper we look at the lessons learned from several large-scale real world deployments of the I-Help agent-based peer-help learning support system. These lessons divide into two main categories: software engineering lessons and usage lessons. In the deployments of I-Help to date we have learned a number of important things about the technology needed to support widespread use of a distributed learning support system. In particular accessibility, dependability, and scalability are critical needs. We have also learned a number of things about how, why, and even whether students will use a system like I -Help. There are technical and social dimensions to the usage issue. The paper briefly overviews I-Help, and then describes the various deployments. The software engineering and usage lessons are then elaborated, drawing on data gathered by I-Help itself during its various deployments and on questionnaires handed out to student users at the end of two of the deployments. These lessons are, we believe, useful not just in the I-Help context, but for any AIED researchers who plan to deploy a complex system in a real world for a large number of users.