We have explored how AI has helped industries like insurance and eCommerce. Now, universities are also leveraging these tools not only for administrative processes but also to increase attraction and enrollment of new students.
Chatbots are currently at a pivotal point in their adoption within higher education. They are increasingly becoming one of the most anticipated interaction channels for students and a standard part of the student experience. According to a Gartner report on technological trends in higher education, there has been nearly a doubling in the number of institutions investing in AI chatbots over the past year.
Chatbots for university student FAQs
The beginning of a new school year is always a crucial time for universities, marked by increased efforts and investment. Prospective students are actively exploring options, visiting websites, downloading study programs, and seeking information on fees and more. However, the admissions department often struggles to handle the overwhelming volume of inquiries, leading to some interested individuals being left without responses and potentially reducing new enrollments.
A FAQ chatbot serves as an excellent solution for this issue. These bots can handle a broad spectrum of inquiries ranging from admission requirements and deadlines to details about academic programs and costs. Crucially, they efficiently address numerous repetitive questions, allowing admissions staff to focus on more complex and personalized queries.
For instance, a chatbot can respond to a variety of questions that would typically require human attention, such as: “What are the tuition fees for the Computer Engineering program?”, “When is the deadline for submitting my documents?”, “What is the start date for the 2024-2025 academic year?”, “Who are the faculty members listed for the second year of Industrial Design?”, “Can I schedule a campus tour?”, or “What extracurricular activities are available for students?”
Furthermore, if a question isn’t found in its database, the bot can ask for help and escalate it to a human admissions agent to address the applicant’s query. For example, if an international student has a question about the scholarship application process, and this topic wasn’t covered in the FAQs, the bot can direct the query to an agent to provide comprehensive information without interrupting or hindering communication.
Chatbot assistants in the admission process
Another use case scenario involves chatbots not only assisting human agents but also guiding students through every step of the admission process. From document collection to scheduling admission exams, chatbots can provide reminders and personalized guidance at each stage.
When integrated with a CRM system, admissions officers receive real-time notifications when a candidate completes requirements, along with comprehensive profile information. Additionally, if connected to a lead management system, they can obtain immediate feedback on the likelihood of the candidate enrolling as an active student.
Furthermore, chatbots enhance user experience by providing application status updates—whether an application is received, under review, accepted, rejected, or awaiting additional information. This proactive approach helps alleviate student concerns and ensures prompt feedback during critical stages of the admissions journey.
Chatbots designed to build pre-admission engagement and boost enrollment
A less conventional use case is using chatbots to create emotional engagement of students during the admission process. From a marketing perspective, they serve as lead nurturing tools. While chatbots excel at providing information and answering FAQs, they cannot replicate the human touch and connection.
However, they can play a supportive role in the background. This innovative approach helps students feel more connected to the university community right from the beginning. For example, a chatbot could be programmed to share the latest Instagram or TikTok posts from the university community or facilitate connections with other prospective students or alumni to provide a more insightful perspective for decision-making. Current students can offer firsthand insights and advice that go beyond basic facts, offering a real glimpse into campus life and academic opportunities.
Additionally, chatbots can also be an effective tool for student retention once students have been admitted. They can provide ongoing support, answer questions about student services, connect students with academic and counseling resources, and send timely reminders for key dates like school year and tuition payment deadlines.
If you still have questions about implementing a chatbot for your business or how to customize it for your specific operation or goals, feel free to reach out to us. We can guide you and discuss some of our successful bot succes stories.
