Chatbots have become a staple for enterprises in every industry. Here is a list of trends we identified in enterprise conversational automation.
Conversational AI in Higher Education: Redefining Student Experiences
Conversational AI is playing a vital role in enabling educational institutions to better engage with students and streamline their internal processes.
The education sector is undergoing a big transformation driven by the demand for seamless digital experiences by digital natives, particularly Gen Z. Conversational AI is playing a vital role in this transformation, enabling educational institutions to engage students, streamline administrative tasks, simplify the admission process, promote their offerings, and collect feedback effectively.
In just one decade, the world has transformed beyond recognition, propelled by the unstoppable march of technology. How we communicate, work, learn, shop, and entertain ourselves has undergone a profound shift, inching ever closer to the digital realm. This dramatic evolution is driven by the relentless influence of digital natives, particularly Gen Z, who possess an innate fluency and familiarity with digital platforms. Their preferences and behaviours have driven the demand for seamless digital experiences, pushing all industries to adapt and innovate.
"Digital transformation" and "modernization" are no longer mere buzzwords; they are now essential for survival. Customers are rapidly embracing digital channels, prompting organizations to implement novel business strategies and cutting-edge digital technology. This wave of change has also reached the higher education sector, an industry notorious for being slow to adopt new technologies.
Recognizing the need to provide personalized experiences and ensure high levels of student retention, engagement, and peer competition, universities are now embracing technology. They are focused on leveraging digital platforms to make interactions with students as frictionless as possible. This transformation goes beyond automating individual transactions; it involves adopting a more holistic platform strategy to break down departmental silos and develop more encompassing relationships with them.
The impact of this digital revolution on education is staggering. According to the World Economic Forum, global education technology investments had already reached a remarkable $18.66 billion before the pandemic. By 2025, the overall marketplace of online education is projected to soar to a staggering $350 billion. It is, then, not far-fetched at all to say that conversational AI-supported education is the future. It is, in fact, poised to play a prime role in delivering education in the years to come.
Why Does the Education Sector Need Conversational AI?
In today's digital era, an AI-powered virtual assistant can engage users in human-like conversations using natural language across various platforms. As educational institutions navigate the challenges of the digital age, it is crucial to have the necessary technological backup to thrive. By embracing conversational AI, educational organizations can ensure student engagement and streamline learning, providing effective education anytime and anywhere.
By 2025, integrating advanced technologies into education delivery and learning processes will reach new heights. Augmented reality (AR), virtual reality (VR), and Artificial Intelligence (AI) will become increasingly embedded in the core of education delivery and learning methods. The adoption of conversational AI in the education sector offers numerous benefits.
Digital transformation in education is not solely about technology but about leveraging technology to achieve specific goals. The higher education sector faces various challenges, including declining admission numbers, budget constraints, and the need to provide a comprehensive digital experience. Retaining students and talented staff members is also a significant struggle. As the primary audience of educational institutions, digital natives expect a seamless experience that aligns with their preferences. This includes understanding simple, natural language, being available on all platforms frequented by the academic community, and offering instant 24/7 support.
Educational institutions can address these challenges and provide a cutting-edge educational experience by implementing a conversational AI assistant. Through personalized interactions, instant support, and a user-friendly interface, conversational AI empowers students, enhances engagement, and facilitates a seamless learning journey.
How Is Conversational AI Used in the Educational System?
There has been a significant shift towards digitally-enhanced learning and interaction experiences in academia in recent years. Educational institutions have actively explored diverse techniques and implemented various tech solutions to enhance student experiences. Conversational AI technology plays a vital role in bridging learning and teaching gaps, enabling personalized and efficient education delivery.
Automation is key to gaining a competitive advantage in today's mobile-first, digital world. Conversational AI serves as an essential tool, providing users both within and outside higher education institutions with faster, better-integrated, and seamless experiences. These conversational AI tools can be handy in practical forms within the higher education field.
Answering Student Questions Round the Clock
In the realm of higher education, where institutions have thousands of students, a lot of financial and human resources would traditionally be allocated to servicing and interacting with students, especially as the need would often be to be available for a whole range of inquiries, from course details and deadlines to housing options or scholarship opportunities. A virtual AI assistant can offer a transformative solution for such use cases, significantly reducing the need for human resources while thoroughly ensuring that students receive prompt and accurate assistance.
Conversational AI technology offers a revolutionary approach, enabling students to obtain precise answers to their questions on the channel of their choice, whether on the website or a Whatsapp message and do so immediately, regardless of the date and time. Whether it's promptly fulfilling library requests, facilitating class registrations, offering information about on-campus facilities, or allowing students to check their schedules, intelligent virtual assistants cater to the needs of today's impatient learners.
Even more interestingly, the potential of intelligent virtual assistants extends beyond these kinds of administrative support. In fact, conversational AI assistants can equally serve as reliable academic companions, providing guidance on coursework, supplying research materials, and offering valuable feedback on assignments. At the same time, conversational AI assistants can support arranging tutoring sessions, connecting students with academic advisors, and facilitating a seamless academic journey.
By embracing conversational AI for student support, higher education institutions can optimize efficiency, elevate the student experience, and allocate resources strategically. The transformative capabilities of virtual AI assistants revolutionize student services, ensuring accessible and immediate support throughout students' educational journeys.
Making the Admission Process a Breeze
Applying for university is a significant life decision, which means students often find themselves struggling with a multitude of questions about universities or colleges – for digital natives, the absence of digital channels to address these kinds of questions at speed is demotivating and discouraging. Having a conversational AI virtual assistant offers a dynamic solution that expedites and simplifies this information-seeking process. It provides students with instant answers, significantly boosting their chances of continuing with the application journey. With a conversational AI assistant at their fingertips, students can access crucial information swiftly, eliminating uncertainties and propelling them forward.
The benefits extend to universities as well. By leveraging conversational AI, institutions free up valuable staff time, allowing them to dedicate themselves to more advanced inquiries or handle specific applications. This streamlined approach optimizes efficiency and enables university staff to focus on providing personalized support and addressing complex matters.
One of the remarkable advantages of intelligent virtual assistants is their unwavering availability. They never sleep, ensuring that international students can contact the university office day or night without concern for local time differences. This round-the-clock accessibility not only enhances convenience but also underscores the commitment of universities to meet the needs of a diverse and global student population.
Conversational AI agents excel at swiftly processing vast volumes of enrollment documents, delivering accurate information in a matter of seconds. From enrollment details and financial aid to residency availability and fees, an intelligent virtual assistant can serve not only as a reliable source for prospective students, addressing basic queries about university forms and requirements, but can, in particular, help guide them through the entire process, selecting the correct course, submitting the necessary documentation and even applying for financial support.
By embracing conversational AI technology, universities empower students, streamline the application process, and optimize staff resources. The example of a student engaging in a conversation with a virtual AI assistant showcases conversational AI's transformative power in enhancing the efficiency and effectiveness of student applications.
Helping Teachers Manage Administrative Tasks
Conversational AI can equally play a crucial role in supporting faculty members. For example, AI-powered digital assistants can offer assistance by answering questions related to course management systems, providing information on campus policies, and helping with administrative tasks. Additionally, conversational AI assistants can facilitate scheduling appointments with colleagues and booking classroom spaces or help cancel a class when the teacher is not feeling well.
Conversational AI is not limited to student-facing tasks in the higher education sector. Administrative responsibilities are also vital to the educational landscape, involving tasks such as data entry and schedule tracking. These tasks can be time-consuming and tedious for faculty staff. However, conversational assistants can automate some of these processes, freeing valuable staff time while enhancing job satisfaction.
Intelligent virtual assistants can serve as valuable teacher's assistants, efficiently handling repetitive tasks and facilitating the delivery of the educational activity by tracking the coursework, sending reminders to students about deadlines on classwork, and ensuring that recordings of missed lectures are sent out in time.
Promoting the University and Its Offering
Conversational AI presents an important opportunity to support proactive communication with students in higher education, fostering stronger relationships and improving overall engagement. By implementing such a proactive strategy, educational institutions can convert interested leads into enrolled students while effectively spreading valuable information.
Leveraging platforms like WhatsApp and websites, conversational AI assistants can broadcast timely course and career updates, ensuring students stay informed about program advancements. They can communicate on the academic calendar, providing clarity on important dates and events. Additionally, virtual AI assistants can promote new educational offerings, generating excitement and interest among prospective and current students. Moreover, they can highlight promotions and discounts, enabling institutions to incentivize enrollment and encourage participation.
With conversational AI, higher education institutions can thus enhance their efforts at proactive communication, ensuring students are well-informed, engaged, and connected to the educational community.
Listening to Feedback
The significance of feedback cannot be emphasized enough. Feedback and evaluation play a crucial role in maximizing the benefits of a learning intervention for both students and teachers. However, the process of collecting and reviewing feedback forms can be a challenge. Many students hesitate to dedicate extra time to filling out feedback forms, and instructors often struggle to review them thoroughly. Similarly, providing detailed evaluations of each student's performance can be time-consuming for teachers.
Conversational AI offers a solution to this challenge by simplifying the collection and dissemination of feedback. When the evaluation is treated as a direct and straightforward conversation, students respond positively, even if it is with a bot. Instructors can then rely on the power of the conversational assistant to analyze the feedback forms and provide an overall view of the course feedback.
Conversational AI, the Next Frontier in Higher Education
As proven by these examples, conversational AI has emerged as the next frontier in higher education, revolutionizing how institutions communicate and enhancing the overall learning experience. The widespread adoption of artificial intelligence across various industries highlights its transformative potential, and the education sector is no exception. By leveraging well-designed AI technology, teachers and students can unlock a multitude of benefits that elevate the quality of educational processes.
As the journey continues, the integration of conversational AI into higher education promises exciting advancements and possibilities. By harnessing the potential of AI, institutions can nurture a generation of innovative and well-equipped learners, while educators can redefine their roles as facilitators of knowledge and critical thinking.