We are at the dawn of an artificial intelligence (AI) revolution and there is a lot of confusion about how this technology should be used to provide support for students, faculty and advisors in higher education. Terms like chatbots and natural language processing are thrown around, but many projects are not really AI and are not much better than the old IVR phone systems we hated. Press 1 for a better experience! Worse yet is that if you choose the wrong platform, you will be fighting a bad reputation and adoption issues for a long time to come. So let’s examine the top 10 features an effective digital assistant (or as some mistakenly term chatbot) should be offering your users.
1. Personalized answers, not “one answer fits all”
Any chatbot can answer an easy question where everyone gets the same answer such as, “What is a FAFSA form?” or “How do I reset my password?” In higher education, however, rarely are answers so generic. Higher ed culture is built on autonomy such that there are very few of these one-answer questions. Each department and school tends to have their way of doing things. Read the complete article here & Attend a webcast on July 28th 2020.
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