Higher education is a relatively new industry to many emerging technologies. This is the case of Conversational Artificial Intelligence (AI), also known as AI-powered chatbots. Conversational AI has the tremendous power to enhance the student experience and many colleges and universities are taking advantage of this and deploying AI-powered chatbots.
A chatbot is an AI text or voice-based interactive interface able to carry out a full conversation with a human. Chatbots are fed with data and designed to process information which was previously provided to them. They respond using a pre-programmed script.
Conversational AI can accelerate the future of higher education institutions by communicating with their students and prospective students in the same way they communicate with Alexa or Siri at home.
One of the best known chatbots deployed by universities is IBM Watson. IBM Watson uses technology referred to as Watson Conversation Service. Universities can use it for expediting student responses, downloading and providing documents, and answering subject-specific questions.
AI-based conversational chatbots are able to converse with users in a highly personalized way across all channels such as Web, mobile, messenger applications, and voice, according to Chris Ezekiel, Founder and CEO of Creative Virtual, a Conversational AI provider. “They can be implemented within contact centers as virtual contact center agents listening into conversations and advising on the best answer or next best action,” says Ezekiel. “The best deployments are where the AI and humans work in harmony to provide the best possible student experience.”
Indeed, thanks to advanced Natural Learning Processing (NLP) and Machine Learning Conversational AI offers a natural human-like conversation experience. Because college students are tech savvy and demand instant gratification Conversational AI solutions are a great choice for eliminating long wait times for responses and resolutions.
Applications of AI-powered chatbots in higher education
An AI chatbot can provide immediate answers to library requests as well as signing up for new classes or getting students to the admissions department in the blink of an eye, making self-serving more streamlined and appealing to impatient students.
Chatbots can answer questions via messenger which allows students and university staff to remain on the same page.
Because chatbots never sleep, international students can contact the university office day or night without having to worry about the university’s local time.
Conversational AI agents can go through thousands of enrollment documents delivering the right information when it is needed and in a matter of seconds. They are great for enrollment, financial aid, residency availability and fees, or for answering other basic questions from prospective students about university forms. If the query is too complex, a human can take over before the impatient student becomes frustrated.
The adoption of Conversational AI in colleges and universities is one step forward in the race toward the future of higher education.