Insight Report: Supporting Students and Staff at Scale

"Conversational AI for Higher Education: Supporting Students and Staff at Scale" is CDI's overview of where conversational AI fits in a university. It opens with the pressures institutions face, then works through a worked use case: automating student support during course registration, where a well-designed assistant has cut support tickets by up to 60% while answering students faster. It then sets out four considerations specific to the sector: rising student expectations; universities as complex, multi-department ecosystems that students experience as one front door; capability, not technology, as the deciding factor; and what to do when you already have a chatbot that is not performing. It closes with how CDI supports institutions through auditing, team training and consulting.

Must Read for: Directors of student services and registry, heads of digital and IT, CIOs and chief digital officers, helpdesk and service desk managers, transformation and change leads, and anyone sponsoring or inheriting a university chatbot.