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Conversational AI in Higher Education

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Conversational AI is emerging in all aspects of campus life, benefiting student, faculty, and staff.

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Conversational AI in Higher Education

  1. 1. CONVERSATIONAL AI IN HIGHER EDUCATION
  2. 2. As the use of to Conversational Artificial Intelligence (AI) like Siri, Alexa, and Google has increased in our personal lives and homes, it is also emerging in all aspects of campus life, benefiting university students, faculty, and staff. Copyright © 2019 Accenture. All rights reserved. 2
  3. 3. Copyright © 2019 Accenture. All rights reserved. 3 WHAT IS CONVERSATIONAL AI IN HIGHER EDUCATION? OUR DEFINITION…. “Conversational AI capabilities interact with students, professors, and administrative staff, harnessing the power of Artificial Intelligence to inform, support, and advise, helping with their tasks, challenges and goals”
  4. 4. Source: MindmeldCopyright © 2019 Accenture. All rights reserved. 4 THE RISE OF VOICE: WHAT’S DRIVING IT? Demand for voice activated interactions, through the use of conversational AI, are exponentially growing.
  5. 5. NO NEED TO CHANGE USERS’ HABITS The challenge of a channel shift can be tackled by integrating voice bots into an existing telephony system, so that benefits can be realized more easily. MORE NATURAL INTERACTION Spoken conversation is a natural way to interact with each other. It’s faster, friendlier, and more direct than using text-based channels. TREND TOWARDS MULTI-MODAL Combining voice-driven interaction with a screen to display complementary information can provide a rich user experience. COMMUNICATION ON A HUMAN LEVEL Traditional user interfaces need users to adapt their behavior and learn how to interact with a computer. Using spoken natural language, users can communicate on human terms. ACCESSIBLE FOR NEW DEMOGRAPHICS Voice can be more accessible for users who struggle with standard computer interfaces, such as the elderly or persons with disabilities. HANDS-FREE OPENS NEW OPPORTUNITIES Voice can change the way people work, such as factory or laboratory workers who wear gloves and cannot interact with a standard keyboard or buttons. Source: Mindmeld 5Copyright © 2019 Accenture. All rights reserved.
  6. 6. Copyright © 2019 Accenture. All rights reserved. 6 IT’S NOT JUST ABOUT COSTS SAVINGS CONVERSATIONAL AI CAN HAVE A POSITIVE IMPACT ON THE STUDENT EXPERIENCE, ENGAGING STUDENTS IN A DIGITAL FORMAT THAT IS ALREADY FAMILIAR. Copyright © 2019 Accenture. All rights reserved.
  7. 7. Copyright © 2019 Accenture. All rights reserved. 7Copyright © 2019 Accenture. All rights reserved. VOICE IN THE DORM AI ADVISING CHATBOT TA ENROLLMENT Amazon dots were provided to select students at three R1 schools. While Alexa initially answered simple questions, the universities found that students want personalized answers to questions such exam dates and teacher hours. Students also wanted campus information such as cafeteria menus. Through machine learning and AI, historical data was analyzed for the computer science department to understand what combination of courses and times led to student success. Scheduling could then be provided through a virtual assistant. A professor created a virtual teaching assistant (TA) without telling students. At the end of the semester, the TA received higher satisfaction scores than the human TAs. AI and a virtual assistants were used to engage incoming freshmen, answer questions, and “nudge” them to complete activities before fall classes. The school saw a significant positive impact on enrollment.
  8. 8. Copyright © 2019 Accenture. All rights reserved. 8 BENEFITS AND OPPORTUNITIES Improved speed of service as first contact with student does not use human intervention Reduction of Contact Center Traffic On average, call AI solutions deliver 60-80% cost saving compared to human powered service centers Fulfilment of new Requests at Reduced Cost Keeping up with peak demand and surges driven by the demands of today’s student (24x7) Ability to meet Student Life Cycle Demands 24/7/365 access to information and ability to address various language needs Increased Service Hours and Languages When integrated with the University’s operating model, conversation AI has realized significant retention improvements Improved Retention Conversational AI capabilities will soon be able to complete the role of course tutor Increase Learning Outcomes Conversational AI allows institution employees to focus on more impactful activities (advising vs. class schedules) Focus on Strategic Activities Enable administrators to focus on strategic objectives using analytics to drive decision making Analytics & Focus on Outcomes Alerts, messages, advanced warning when information is available (open classes, test schedules, professor open hours) Proactive and Timely Response
  9. 9. 9 CONVERSATIONAL AI MORE THAN TECHNOLOGY TIME TO TRANFORM Copyright © 2019 Accenture. All rights reserved. To achieve the full potential of conversational AI and permanent desired outcomes, universities need to address more than just the technological capabilities of the conversational AI tool.
  10. 10. Copyright © 2019 Accenture. All rights reserved. 10 PEOPLE ROLES IMPACTED BY AI EMERGING ROLES BACK OFFICE SUPPORT IT Helpdesk, HR and Finance, Student Recruiting STUDENT SERVICES Advisors, Student Services Staff, Teacher Assistants, Athletic Departments AI ENGINEERS (AI modelers, trainer, testers, etc.) AI LEGAL EXPERTS (AI Legal experts, Responsible AI expert, etc.) DATA EXPERTS Data scientists DESIGNERS & ENGINEERS (UX designer, Interface designer, Full stack engineer, etc.) CONTENT CREATORS (Conversational AI designer, Voice UX designer, Knowledge Engineers, Curators, etc.) Copyright © 2019 Accenture. All rights reserved. Conversational AI is impacting the higher education workforce as its capabilities mature. This will create social and economic challenges but will also bring promising opportunities as new roles emerge.
  11. 11. 11 KNOWLEDGE MANAGEMENT Integration with a knowledge base requires continual maintenance of FAQ’s and associated and relevant information for consistent and accurate responses Identify when and how to prompt student self-service Address billing or IT requests Hand-offs with customer service agents when needed Assistance with technology issues and defects, outages, and downtime Integration into new omni- channel capabilities SUPPORT MODEL INTEGRATION WITH STUDENT SERVICES / ADMINISTRATION PROCESS Copyright © 2019 Accenture. All rights reserved.Copyright © 2019 Accenture. All rights reserved. Strong governance model is needed across the university to drive permanent business outcomes.
  12. 12. Copyright © 2019 Accenture. All rights reserved. 12 APPLIED INSIGHTS Using applied insights will bring competitive advantages to improving student performance. Data available through robust AI capabilities will enable universities to improve student experiences and intervene as needed. Examples may include: • Improving on-campus services based on questions asked • Enabling advisors to focus on key interventions • Predicting student behavior during non-classroom hours • Enhancing course and facility planning
  13. 13. HOW ACCENTURE CAN HELP YOU Copyright © 2019 Accenture. All rights reserved. 13
  14. 14. 1 Reinvent the student relationship 2 Define personality as an extension of your brand 3 Speak human but don’t pretend to be one 4 Design conversations for voice first and around the context of use 5 Don’t underestimate the challenge of adoption 6 Define a clear bot ecosystem, security and ownership 7 Be clear about the state of your knowledge 8 Design with smooth human handovers in mind 9 Train the natural language processing (NLP) the right way with the right people 10 Get the right metrics in place to continuously improve your bot Copyright © 2019 Accenture. All rights reserved. 14 ACCENTURE’S 10 GOLDEN RULES FOR CONVERSATIONAL AI Copyright © 2019 Accenture. All rights reserved. Getting started quickly with conversational AI is easy, but getting started well (considering the ongoing training, the growth into a sustainable ecosystem of bots and the long term end-user impact and experience) is much harder. Our 10 Golden Rules cover the key strategic, design, and engineering decisions for successful implementations.
  15. 15. Copyright © 2019 Accenture. All rights reserved. 15 THE ACCENTURE HIGHER EDUCATION CONVERSATIONAL AI PRACTICE Global expertise in rapidly evolving technology and data science with the organizational change expertise to achieve your universities desired outcomes.
  16. 16. 16Copyright © 2019 Accenture. All rights reserved.Copyright © 2019 Accenture. All rights reserved. AI EXPERTISE DATA SCIENCE ORGANIZATIONAL DESIGN INDUSTRY EXPERTISE Our Global Network of AI Experts, Tech Labs, Innovation Centers and Liquid Studios bring ready-made learning assets to support transformational AI programs. Our higher education data science lab in Columbus, OH brings industry data science expertise to enable our clients to use data to drive desired outcomes. Accenture’s world-class organizational design capabilities brings expertise in how universities can build AI proficiency into their organization to sustain the transformation. Over 500 industry experts in transforming university operations through business process and technology transformation programs.
  17. 17. WHY ACCENTURE? WE HAVE INVESTED $600 MILLION IN DEVELOPING A FULL SUITE OF AI ASSETS, DESIGNED FOR RAPID IMPLEMENTATION. WE HAVE SERVED THESE ASSETS TO 50+ OF THE FORTUNE 500. 17Copyright © 2019 Accenture. All rights reserved.
  18. 18. 18Copyright © 2019 Accenture. All rights reserved. THOUGHT LEADERSHIP WORLD LEADING ACCELERATORS BEST IN CLASS PARTNER ECOSYSTEM POWERFUL INNOVATION ARCHITECTURE & DELIVERY Our leading AI community of practice Our Conversational AI Platform, a Technology Agnostic Solution that shortens deployment time by 1-3 months Our strong relationships with key AI players in the field • UK Liquid Studio • Dublin AI COE • Tech Labs Palo Alto • Tech Labs Sophia • IDC Innovation Centre
  19. 19. Copyright © 2019 Accenture. All rights reserved. 19 FOR MORE DETAILS ABOUT OUR AI CAPABILITIES, PLEASE CONNECT WITH: About Accenture Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 459,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com. linkedin.com/in/jonathan-fry-a158551/ @jonathanfryacn Jonathan Fry Head of Education North America jonathan.a.fry@accenture.com Learn more at https://www.accenture.com/us-en/ai-health-public-service-index#education.

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