AI Chatbots for HigherEd: Solving Challenges While Scaling the Gaps
Touted as the next big thing, Artificial Intelligence has already carved a niche for itself in the form of AI chatbots for highered. In today’s world of instant gratification; bots deliver on the rising expectations of students, augment the institutional staff’s capabilities and help the institutions achieve their various goals (enrollment, engagement, retention, etc.).
Following are some ways in which AI bots (chatbot/voice bot) have made a significant positive impact on the higher education realm:
AI Chatbots for highered results better student engagement:
In the modern-day higher education space, effective communication is one of the keys to ensuring student success. Students today, whether enrolled or prospective, have a perpetual online presence and expect instant, 24×7 “Whenever, Wherever” support when faced with challenges during their academic and service journeys. It is this expectation that institutions can deliver on with AI bots. Further, communication with bots is a two-way process that encourages the students to engage when they are ready and on their own terms. Students’ ability to engage with bots in real-time makes the touch more personalized and ensures their queries are addressed.
Chatbots for highered results great customer service:
Educational institutions today strive to do more with less as their goals surrounding enrollment, retention, graduation, and student success increase every year while their resources don’t. Trying to do so results in overburdened staff, increased service wait-times and eventually poor customer service.
AI bot resolves this conundrum. With a one-time implementation fee and minimal recurring maintenance charges, AI bots prove to be an effective solution for higher education’s increasing student support demands. Institutes that have AI bots can achieve most of their goals without hiring additional staff. Besides, AI chatbots have a 24×7 availability. They are always on, always happy to serve, and can provide highly personalized answers to student-specific inquiries. They can also handle multiple users simultaneously. During peak times, chatbots can address students’ preliminary queries taking the significant workload off the staff’s shoulders. This frees institutional staff to focus on high-value and complex student issues.
Basically, AI bots are a win-win option for all the stakeholders involved i.e. students, staff and the institution.
The X factor of AI chatbots for highered:
Higher education has become very competitive in recent years with many universities and colleges offering similar programs and fee structures. Given the situation, institutions today need to go the extra mile to stand out and be attractive to prospects and students.
A chatbot is that X factor that differentiates an institution from its competitors. AI chatbots can not only brand an institution as innovative and up-to-date in technological aspects but can also help to decrease summer melt (a phenomenon where students’ motivation to attend college melts away during the summer between the end of high-school and beginning of college), improve retention, and boost staff efficiency.
Vital for non-traditional students:
Chat and voice bots are a great help when it comes to non-traditional students (who don’t fall in the traditional 18-24 age cohort or are working full time/part-time jobs or are pursuing online courses rather than attending classes on campus).
Bots can play useful roles for this group of students. For example, they can be designed to act as personalized information brokers or students’ assistants. These bots can inform such students about approaching deadlines, application status, address their support queries 24/7, keep them updated about the upcoming events on campus, and provide them assistance with locating offices or classes during their visit to the campus, etc.
Modernizing the conventional helpdesk:
AI Chatbots and voice bots should not be looked at as replacements for the support staff at a campus. As however personalized the chatbot conversations are, there are issues that demand human touch, intelligence, or expertise. That’s why, rather than replacing support staff with chatbots, institutions should look to chatbots for modernizing the conventional support desk experience for students.
For example, when an institution’s staff are spread thin during peak times or are trying to support hundreds if not thousands of students individually, bots can fill that gap. Preliminary tier 1 issue can be redirected to AI chatbot and answers to frequently asked questions can be automated. This will lessen the staff’s burden and ensure that the front-line support team doesn’t waste time performing repetitive tasks that can be easily automated and performed by bots.
The bottom line:
Chatbots for highered are bound to grow manifold. A report by the research firm Technavio states that the global market for AI in higher education is projected to grow at a CAGR (compound annual growth rate) of 39% by 2020. This figure shows how AI as a technology is gaining traction at an unprecedented pace in educational institutions. Chat and voice bots have an undeniable claim to the major part of this AI footprint in highered.
While AI bot won’t resolve all the systemic challenges, they can certainly help in bridging the gaps in an institution’s student support ecosystem.
Anthony Banford is an esteemed executive with 19 years of experience in technology, consulting, and education. He begins his latest chapter as Chief Revenue Officer at BlackBeltHelp, aiming to innovate in the higher education support industry. His move follows a successful stint as Head of Revenue at StudentBridge since March 2023, where he significantly contributed to the company’s merger with Full Measure Education, enhancing its service offerings.
Todd Hollrah joins BlackBeltHelp bringing 25+ years of experience managing service delivery operations for several Fortune 500 clients around the globe. After a distinguished career as an executive in the BPO industry, Todd will provide critical insight into building an exceptional customer experience combining both live voice and automated solutions.
Inspired by a family computer that always needed fixing, Chris Uthe has submerged himself in business and technology for the last 20 years. His first company, a PC repair and networking business, was started at just 16 and successfully fueled a deep interest in solving problems as he helped business customers throughout his hometown adopt technology into their business. He would go on to successfully run a media & managed IT company before joining the Ed Tech industry with a successful 13-year tenure within an ERP/SIS company leading the Student Portal & Learning Management division. His last startup, EdSolio, helped to fuel the winds of competency-based education by providing a comprehensive view of a student’s work and achievements. Chris is now focused on creating successful learners by ensuring the highest quality help and support through the use of AI backed toolsets spending the last 3 years in the student engagement and support markets.
Quaiser Absar is the Chief Technology Officer and Director of Institutional Computing at Shenandoah University in Winchester, Virginia.
Bringing in over 2 decades of experience with him, Manish has ensured seamless operations in terms of client delivery, reporting & analytics, quality, training, and transitions with a special focus on technical integrations to help reduce costs and improve the bottom-line.
Anthony has served higher education in diverse, leadership roles for over 30 years and has helped organizations thrive through his expertise in developing, analyzing, and executing growth strategies. Prior to joining BlackBeltHelp, he served in College Administration as well as in leadership roles within Blackboard Student Services and Ellucian, Inc.
Accomplished IT Specialist and Manager with extensive experience in a higher education setting and demonstrated abilities to effectively manage both student and professional staff. Self-motivated problem solver, who is skilled in managing many issues and prioritizing their importance to find resolutions in a timely and effective manner. Possesses strong abilities to adapt to new technologies by extrapolating from existing experience. Possess first-rate communication and collaboration skills to work with diverse groups effectively.
Lila Buytendorp has been serving as the Director of User Services at Moraine Park Technical College (MPTC) since 2000. In this role she is responsible for staff & lab desktop computing and end user support. She guides and supports technology based on the curriculum needs and ensures technology is implemented to support the emerging needs of the college. She builds and supports integrated systems to improve efficiencies and uses technologies to support data-driven decision making. Lila is a member of the Capital Projects Planning and Design Committee to ensure new or remodeled facilities have appropriate technology.