Key questions universities should ask to optimize innovative student support models

Navigating college red tape can be just as confusing as a freshman navigating campus. In the midst of rising tuition costs and a historic student loan crisis, education leaders must embrace innovation to demonstrate value and put the student experience first. This doesn't have to mean a radical overhaul of the system — it can simply mean making it easier for students to navigate the college red tape and get the answers and information they need.

Are your students struggling to get the answers they need to complete necessary administrative tasks? Is your institution overdue for a conversation about improving its student support model? Are your student support systems siloed? How can you leverage cutting edge AI, digital communications, and automation to stay at the forefront? As you evaluate the capabilities and limitations of your existing infrastructure, ask yourself three key questions:

Do you support a streamlined, customized experience for students? That is, how easily can students navigate all of their campus/institutional experiences?

Navigating college can be a challenge: confusion over financial aid, the need for student health/wellness services, obtaining a parking permit, the list goes on and on.

Universities are dealing with reduced staff numbers and an increase in inquiries about administrative procedures. The recently implemented Free Application for Federal Student Aid (FAFSA) is error-prone, and scholarship departments across the country are inundated with questions and concerns from parents and students. By implementing a virtual agent to address areas of high need and answer frequently asked questions, staff can help navigate more complex situations.

By creating a custom student entry portal, students can instantly get information that directly meets their needs without having to navigate numerous departments individually.

This can be achieved by using a virtual agent solution powered by generative AI. Gen AI can be thoroughly trained on the university's repository of documents, manuals, knowledge base articles, etc. to understand, interpret and respond to student queries with astonishing accuracy, providing instant, precise and contextually relevant answers even for more complex questions. Caring virtual staff can be created to guide students with real, careful understanding and ensure that the university ethos is imbued in every interaction. Within the support model, high-quality real-time translation services as a cultural bridge support every student.

Do we make it easy for students to engage with us in different ways?

Gen Z (today's average college student) values ​​quick, concise, and visual information exchange, so it's no surprise they prefer texting.

Studies show that text messages have a near 100% open rate, 90% of all text messages are read within 3 minutes, and college students spend more than 90 minutes texting each day. It's no wonder that 77% of students would like to receive relevant information from their university via text message. Text messaging is an easy addition to your channel mix, improving campuses' ability to ensure students have the information they need to succeed while driving tangible results like recruitment and retention.

Do you know your students' learning journey?

We've all experienced the frustration of going from one transfer to two, three or even more. You're forced to go through the same steps, repeat the same information and don't always get the answers you need. This is because customer journey mapping is missing, which provides visibility into all the interactions a student has had with your university, all the information about previous interactions and a common student ID.

Examples of student identifiers include data from different channels, data from different devices, student interests, needs, desires, and standard identity data like name, location, contact information, etc. Universities can use these unique identifiers to match interactions with existing customers. When common identifiers are flagged, the entire journey of that student across all channels and interactions is automatically visible.

Universities should consider a customer journey mapping model for their digital student notebooks to help staff understand the needs of each student and create a unique support portfolio for each student. Avaya Experience Platform provides a simple graphical representation that makes it easy for office staff to see the end-to-end journey, including a transcript option that shows all previous chat, message, email and social media messaging interactions.

Integrate new innovations while maintaining existing systems

Universities are at different stages of their digital transformation. These innovations can be implemented incrementally, regardless of your current solution. Our non-disruptive innovation approach allows our clients to continue to operate seamlessly while leveraging innovations at their own pace, reducing change fatigue and delivering tangible results faster. Check out our education success stories here.

How will your school be affected if you don't make new investments in innovation? Avaya's non-disruptive innovation approach allows you to start integrating the new technologies you need without jeopardizing your resiliency or disrupting operations.

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