Welcome back to our Blog series "GenAI: More Than Just a Fancy Spellchecker" launching on Mondays throughout May & June. In this series, we will dig into how Executives can use Generative AI tools like Google Gemini, ChatGPT, & You.ai (& others) to supercharge their executive workflow and communications.
Last week, we discussed how GenAI could help job seekers at every level. This week, we are digging into the benefits and applications of Conversational AI tools such as Chat Bots and Virtual Assistants!
Ever wonder how students navigate a maze of deadlines, unfamiliar campuses, and complex enrollment procedures? Virtual assistants and chatbots are revolutionizing how colleges and universities interact with students, providing 24/7 support and streamlining processes at every stage of the student lifecycle. In my consulting work, I am getting asked more and more to explain how these AI technologies work and how institutions can get started with their own unique chat bots and virtual assistants.
Virtual assistants and chatbots are becoming essential tools in higher education institutions, transforming how we interact with current and prospective students. These AI-powered tools serve a variety of purposes, enhancing efficiency and improving the student experience.
One of the primary uses of virtual assistants and chatbots is handling general institutional questions. They provide quick and accurate responses to common inquiries, such as campus directions, event schedules, and office hours. This immediate access to information helps students and visitors navigate the institution more effectively.
PIONEERING USE CASE: "St. Louis University is now in its sixth year of integrating Alexa-enabled devices, managed by Alexa for Business, into every student residence hall room and student apartment on campus. SLU was the first university in the country to implement this innovative approach. The "Ask SLU" skill provides instant answers to more than 800 questions specific to the university. Students can ask anything from "Where can I eat on campus right now?" to "When does the next bus arrive at the Busch Student Center?" Additionally, the "Ask SLU" skill offers information about admission or housing and provides support for ITS, parking and card services, Student Financial Services, and more. This integration has significantly enhanced the accessibility of information and support for SLU students, making it easier for them to navigate campus life."
In the admissions process, chatbots are becoming invaluable. They assist prospective students with applications, admissions requirements, and deadlines. By offering instant responses and guidance, these tools streamline the application process, making it less daunting for applicants and reducing the workload for admissions staff.
Managing email and phone traffic is another significant benefit. Chatbots handle routine queries, freeing staff to focus on more complex tasks that require human intervention. This efficient distribution of workload enhances productivity and improves the quality of service provided to students.
Directed chatbots are designed to support specific populations or time-sensitive milestones. They answer focused questions, provide resources, and nudge students into action at critical points. For example, chatbots can help decrease summer melt by reminding students of essential tasks like registration, orientation, fee payment, and financial aid processes. These timely interventions ensure that students stay on track and complete necessary steps.
PIONEERING USE CASE: "Georgia State University partnered with a vendor to launch “Pounce,” an AI texting chatbot. This initiative targeted new students at risk of summer melt, a problem that historically resulted in the loss of 19% of admitted students before the fall semester began. After launching Pounce, the university saw an impressive response, with 200,000 questions received in just three months. Notably, the highest volume of interactions occurred at 12 am, demonstrating the chatbot's value in providing round-the-clock assistance.
In its first year, Pounce contributed to a 30% reduction in summer melt at Georgia State University. The chatbot proved particularly effective in engaging first-generation and Pell Grant students, who sent 9% and 31% more messages to Pounce, respectively. Additionally, Asian American, Hispanic, and African American students showed increased engagement, sending 12%, 12%, and 3% more messages, respectively. This increased interaction highlights the chatbot's role in supporting diverse student populations and ensuring they remain on track for enrollment."
The scalability of chatbots is a major advantage for higher education institutions. They offer 24/7 availability, providing round-the-clock access to assistance. This reduces wait times and ensures that students can get the help they need, even outside of regular office hours. Ocelot reports that the most popular time for Chatbot student engagement is at 12:00am.
PIONEERING USE CASE: "The University of South Florida partnered with a vendor to launch "AVA," a chatbot specifically focused on Honors College student advising. AVA effectively handles repetitive and prescriptive advising services and is available 24/7, ensuring students have constant access to support. Usage data and chatbot performance metrics revealed that AVA significantly increased student engagement with academic advising, providing faster and more readily available access to essential academic resources."
Institutions can implement chatbots quickly and inexpensively for general purposes without extensive customization. However, more tailored and customized tools, while adding to the launch time and overall costs, offer more significant benefits.
The integration of virtual assistants and chatbots in higher education is not just a trend but a strategic enhancement. These tools are reshaping how we do business, offering a seamless, efficient, and supportive environment for students and staff alike. As technology continues to evolve, the potential for chatbots in higher education will only grow, promising even greater advancements in the years to come. As chatbots and virtual assistants become more sophisticated, they may even assist with personalized learning plans, career guidance, and mental health resources.
Ready to explore how chatbots and virtual assistants can transform your student experience? The Glass Half Full Consulting team regularly assists institutions with researching, selecting, and implementing Chat Bots. Contact us to learn more!
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