About the Episode
About the Episode:
AI continues to be a hot topic in college admissions and enrollment marketing circles. On this episode, Lenell Hahn from Southeast Missouri State (SEMO) joins Jeremy to discuss how and why her admissions team is utilizing AI to help with different tasks, and she offers some thoughts on a few leadership topics.
Key Takeaways
- AI Chatbots as AI Assistants
Move beyond basic chatbots by implementing AI assistants with specialized knowledge bases to answer common questions, manage student queries, and handle application workflows seamlessly. - Streamline Recruitment Messaging
AI tools can personalize and translate messages, refine tone, and even handle routine email or SMS communications, freeing staff for high-value interactions. - Increase Efficiency with Natural Language Queries
Admissions staff can quickly access critical data, like top-performing high schools in a region, by using AI to generate actionable insights in seconds. - Engage Leadership and Cross-Functional Teams
Successful AI integration requires buy-in from IT, marketing, enrollment management, and legal teams. Collaborative leadership helps mitigate roadblocks. - Prioritize Continuous Training and Feedback
Ensure ongoing team adoption by incorporating AI tools into weekly meetings, sharing success stories, and addressing challenges collaboratively.
Episode Summary: How AI Revolutionizes Admissions Workflows
What Prompted SEMO to Adopt AI?
Lenell’s interest in AI stems from her background in admissions technology and her commitment to improving the student experience. SEMO’s admissions team recognized that repetitive tasks, like answering frequently asked questions, could be streamlined with AI. Partnering with Element451, SEMO implemented an AI chatbot that integrates with their CRM to provide real-time, accurate, and personalized responses.
How Does SEMO Use AI to Enhance Efficiency?
- Chatbots for Common Queries: The chatbot handles inquiries like application status checks, document submissions, and campus visit scheduling.
- Dynamic Knowledge Bases: By transitioning to AI assistants, SEMO is creating specialized knowledge bases for different campus areas, ensuring quick, reliable answers for prospective students.
- Automation in Messaging: Staff use AI tools to generate email and SMS templates, translate messages, and refine tone for better engagement.
How to Ensure a Smooth Implementation
- Identify Student Needs: Start by mapping out common questions and high-priority workflows.
- Collaborate Across Departments: Work with IT, marketing, and legal teams to integrate AI into existing systems securely.
- Test and Monitor: Conduct rigorous testing to ensure accurate and relevant chatbot responses. Continuously monitor and update AI tools based on team feedback.
Practical AI Use Cases in Admissions
1. Automating FAQs
SEMO’s chatbot connects directly to their CRM, allowing students to access application statuses, missing documents, and next steps in seconds. This automation reduces staff workload and ensures consistent communication.
2. Personalized Messaging at Scale
AI tools assist with crafting personalized messages that reflect the institution’s tone and brand. Whether responding to a prospective student or translating for an international parent, these tools streamline communication while maintaining a human touch.
3. Analyzing Data with Natural Language Queries
Staff can now generate insights by asking AI-powered tools questions like “What are the top-performing high schools in my territory?”—saving hours of manual data analysis.
4. Enhancing Recruitment Campaigns
Marketing teams use AI to draft landing pages, emails, and social media posts, refining content with prompts for tone, length, and audience-specific language.
Overcoming Challenges and Driving Adoption
1. Building Trust and Buy-In
Lenell emphasizes the importance of clear communication about AI’s capabilities and limitations. Transparency about chatbot use—such as labeling interactions as AI-driven—helps build trust with students and staff.
2. Continuous Training
Introduce AI tools through workshops and weekly team meetings. Encourage staff to share feedback and success stories to ensure continued adoption and improvement.
3. Addressing Skepticism
To combat fears around accuracy, SEMO relies on curated, institution-specific knowledge bases. Unlike tools like ChatGPT, their AI pulls from trusted, pre-approved sources like the school website and YouTube channel.
The Human Side of Leadership: Avoiding Burnout
Prioritizing Connection
Lenell highlights the value of weekly one-on-ones and leadership meetings to foster alignment, empathy, and collaboration among her team. By holding team-building retreats and encouraging open dialogue, she ensures her staff feels supported and motivated.
Staying Energized
When burnout looms, Lenell leans on her team and colleagues for support. She believes in finding synergy through shared goals and celebrating wins, both big and small.
About the Show: Jeremy Tiers, a well-known speaker in college admission, enrollment marketing, and leadership circles is your host for Mission Admissions. Join him every other week as he sits down with industry leaders and difference makers from both inside and outside of Higher Ed. You'll walk away with advice, tips and strategies you can apply in your day-to-day life.
Connect With Our Host:
Jeremy Tiers
https://www.linkedin.com/in/jeremytiers/
https://twitter.com/CoachTiers
About The Enrollify Podcast Network: Mission Admissions is a part of the Enrollify Podcast Network. If you like this podcast, chances are you’ll like other Enrollify shows too!
Some of our favorites include Generation AI and The Application with Allison Turcio.
Enrollify is made possible by Element451 — the next-generation AI student engagement platform helping institutions create meaningful and personalized interactions with students. Learn more at element451.com.
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