Open and distance education has witnessed significant advancements in recent years by providing learners with flexible learning opportunities regardless of time and location. However, the lack of adequate and immediate interaction and support can be a challenge for learners. To address this challenge, leveraging chatbots as an intelligent and agile student support system holds promise. The use of chatbots in education milieus has been a topic of growing interest in recent years as they have the potential to enhance learners’ engagement by providing personalized support, feedback, and guidance to learners. Taking this into account, this case study aims to examine the usage, effectiveness, and potential use of chatbots as a student support model in the open and distance education system of Anadolu University. With this aim, the study focuses on the following research questions: How integration of chatbots as an agile student support model maximize student support? What are the usage statistics of the chatbot system in the open education system of Anadolu University?? The obtained findings highlight that even though chatbots are helpful, the learners seek human interaction. In addition, the compatibility of the system with artificial intelligence technologies can provide a great convenience for institutions as a workforce. The study findings will provide information for further understanding of chatbot usage as an agile student support model in open and distance education. The recommendations and implications based on the paper's findings may appeal to other open and distance education providers who desire to adapt the lessons learned and results and build the chatbot system in their own educational contexts.