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In Enrollify’s latest webinar, “Balancing Bytes and Bonds: How AI Can Humanize Higher Ed”, moderator Mallory Willsea brought together a dynamic panel of higher education innovators to discuss the transformative potential of AI.
Panelists included Jaime Hunt (Founder & CEO of Solve Higher Ed), JC Bonilla (COO and Head of AI at Element451), Maya Demishkevich (CMO at Carroll Community College), and Brian Piper (Director of Content Strategy and Assessment at the University of Rochester).
They tackled a crucial question: Is AI depersonalizing student engagement, or does it have the power to foster deeper, more meaningful connections? This conversation explored how AI can free up resources, personalize student experiences, and address ethical considerations, offering practical takeaways for higher education professionals.
Key Insights: AI Takeaways You Can Apply Today
- Free Up Time for Transformative Interactions: AI automates repetitive administrative tasks, freeing staff to focus on high-value, personal engagements. Jaime Hunt described AI as a “personalization multiplier” that handles the mundane work so educators can build deeper connections.
- Personalization at Scale: JC Bonilla emphasized AI’s ability to identify complex patterns and behaviors, allowing institutions to customize outreach based on student needs, schedules, and preferences.
- Students Care About Results, Not Tools: Maya Demishkevich pointed out that students prioritize efficiency. Whether their queries are answered by a chatbot or a human, the outcome—speed and accuracy—matters most.
- Efficiency Meets Empathy: Brian Piper highlighted AI’s role in managing transactional queries, such as FAQs, so staff can dedicate their time to critical, human-centered support.
- Transparency Builds Trust: To ensure ethical AI adoption, the panel emphasized the need for transparency, oversight, and clear policies to mitigate bias.
Addressing AI Skepticism: Is AI Depersonalizing Higher Ed?
The webinar kicked off with Mallory Willsea posing a common fear: Will AI depersonalize student engagement? Jaime Hunt reframed this concern, arguing that AI amplifies human connection by freeing up staff time for impactful interactions. She described AI as a “personalization multiplier,” highlighting its potential to handle mundane tasks and provide curated, hyper-personalized experiences.
Maya Demishkevich challenged higher education professionals to rethink what “humanized” engagement means. “Is sending generic emails or putting students on hold truly humanizing?” she asked, driving home the point that AI can deliver information faster and more effectively, enabling staff to build deeper relationships. JC Bonilla built on this, emphasizing that AI allows institutions to manage millions of permutations in personalization — something no human team could accomplish.
Case Studies: AI in Action
Brian Piper shared a compelling example from Ivy Tech Community College, where AI tools identified 3,000 at-risk students and flagged counselors to intervene. The results? A 98% success rate in helping those students achieve a passing grade, marking the largest drop in D and F grades in 50 years.
Maya added an example from England’s Revolution Viewing, where AI-driven campus tours featuring digital avatars boosted engagement by 9%. While human-led tours yielded higher engagement (12-74%), the AI alternative still made a measurable impact on institutions with limited resources.
Jaime highlighted Georgia State University’s innovative use of AI-driven text reminders for class assignments, which improved grades for first-generation students by an average of 11 points — a full letter grade. These examples illustrate how AI can scale support without sacrificing personal touch.
Walking the Fine Line: Personalization vs. Privacy
As institutions adopt AI for hyper-personalized communication, they must navigate the balance between creating connections and respecting privacy.
JC explained how AI can tailor outreach based on unique data points — like a student's schedule or interests — without crossing into “Big Brother” territory. Jaime stressed the importance of storytelling, urging institutions to ensure that AI-curated content reflects their values and uses authentic voices, such as student testimonials and faculty quotes.
Brian added that institutions must save human interactions for critical moments, especially at later stages of the enrollment funnel. Early interactions can rely on AI for efficiency, but genuine connection is vital to closing the loop with prospective students.
Ethical AI: What Higher Ed Leaders Must Know
JC raised the critical issue of bias in AI, noting that algorithms often amplify existing inequities. Transparency and empathy, he argued, are essential for designing ethical AI systems. Jaime emphasized the need for a human-centered lens, reminding institutions to focus on the individuals their AI tools serve. Brian also recommended clear policies for AI use, including mandatory human oversight and consistent education about the risks and limitations of these tools.
AI Adoption: Overcoming Resistance and Building Trust
When asked about the fear of AI replacing jobs, the panelists unanimously agreed that AI replaces tasks, not people. Maya framed AI as an opportunity to boost productivity, noting, “If an employee can accomplish 10 times more with AI, they’re invaluable.”
Jaime suggested identifying campus influencers to champion AI adoption and promote its benefits. Complimenting that, JC introduced the concept of the “AI champion,” someone who bridges technical expertise and institutional goals, ensuring AI is used strategically.
And Brian summed it up: “AI will replace repetitive tasks. But it’s up to us to decide how it’s used and ensure it enhances, rather than replaces, human oversight.”
Looking Ahead: The Next Frontier for AI in Higher Ed
To wrap up, the panel looked ahead to 2025. JC predicted the rise of AI “agents” and smaller, task-specific language models (LLMs) that will drive hyper-personalized experiences. Brian emphasized the importance of clean, accurate data to train these tools effectively. Jaime noted that generative AI will evolve into a storytelling powerhouse, helping institutions craft compelling, emotionally resonant content.
The takeaway? AI is set to revolutionize higher ed by creating more efficient systems and freeing up resources for meaningful, human-centered engagement.
Final Thoughts
AI in higher education is no longer a distant future — it’s happening now. Institutions that embrace AI to automate mundane tasks, personalize student experiences, and scale support will lead the way in making higher ed more human-centric. Ready to learn more? Catch the full “Balancing Bytes and Bonds: How AI Can Humanize Higher Ed” webinar and explore more insights from Enrollify’s podcast network.