The Top 3 AI Tools for Professional Services in Higher Education
The higher education landscape in the UK is being rapidly transformed by the development and widespread use of artificial intelligence (AI). Much has been said about what this might mean for academic integrity and the transformation of teaching and learning. However, it is no less relevant for those working in professional services. The arrival of these new tools can help to streamline processes, improve efficiency and deliver exceptional services to students, faculty and staff – all of which are integral to professional services teams in times such as now in the sector, marked by change and instability.
Knowing how and what tools to use is essential for professional services teams seeking to make the most of the proliferation of AI in the sector out of the dawn of widely available AI. In this article, we outline the top 3 AI tools that can empower professional services within universities.
1. Automated Document Processing (ADP)
Sifting through mountains of paperwork can be a common pain point for those working in professional services teams. This is where automated document processes (ADP) tools can help as they use AI to extract key information from documents such as applications, invoices and transcripts. This could include accounts payable automation or managing vendor contracts, for example.
The obvious benefits here are include freeing up valuable time for staff and reducing error. However, there may be more beyond these; with staff able to focus on other aspects of their role, the use of ADP tools could also contribute to increased productivity and employee satisfaction. Likewise, having processes that run more efficiently can contribute to an improved student experience by supporting staff to address their needs more effectively.
Examples of such tools include Docupace and I.R.I.S.
2. Chatbots and Virtual Assistants
With growing student numbers and more focus on supporting the student journey, services are facing an increase in the number of enquiries they’re receiving from students. This can be overwhelming for services, who might not have the staff power or budget to deal with each request individually.
This is where chatbots and virtual assistants come in. While they are no replacement for dealing with serious requests that require human attention, these AI-powered tools can answer routine student questions, schedule appointments and provide basic support. This allows for services to focus on more complex tasks and provide immediate support to the students who need it most. Many of these chatbots are becoming more sophisticated in driving personalisation, which can also help to support the student experience.
Importantly, these tools can be available to students 24/7. Their digital format also means they are easily available to students who have diverse accessibility needs while simultaneously reducing workload for staff. You can find out how chatbots are being used at The Open University to support disabled students on HE Professional.
Examples of chatbots and virtual assistants that higher education institutions could use include Ada or Microsoft’s Azure AI Bot Service.
3. Predictive and Learning Analytics
The higher education sector is in flux, so knowing what to expect next can be a challenge for professionals. For a clearer picture – and therefore more effective strategic planning – teams can use predictive analytics to support them.
By analysing historical data, these AI tools can predict future trends and student needs, making them useful for all kinds of professional services teams, from marketing and admissions to student support services. The information they provide allows universities to proactively addresses upcoming challenges and personalise the services they offer to students.
The main way institutions are currently using these kinds of analytics is to understand student engagement, using the tools to monitor students’ interactions with the university and then delivering interventions when risks are predicted. Nottingham Trent University are leading the way in this space with their NTU Student Dashboard, an award-winning learning analytics resource for students and staff.
The benefits of using such tools are multiple. In addition to improving resource allocation, when used effectively, it is hoped that predictive analytics can help to narrow attainment gaps and improve retention.
Examples of software that teams may consider using include IBM SPSS Modeler, SAS Enterprise Miner and Azure Machine Learning.
AI as a Tool, Not a Replacement
The three AI tools highlighted in this article can help to support professional services in higher education as new technologies continue to transform the sector. However, they are not without their challenges. Ethical considerations around the use of AI should be taken seriously. For example, ethical concerns could include the potential for bias and discrimination; privacy and data security; transparency on how and what AI is used for; and its inability to replace human skills such as critical thinking and empathy. We can already see how the sector is responding to these challenges, as universities like Cambridge develop robust, institution-wide strategies and guidelines for the ethical use of AI tools.
Overall, it’s important to think of AI as a set of tools that is there to assist professional services teams and enhance the delivery of services, rather than to replace human labour. Skills such as critical thinking and empathy remain fundamental, and these tools should be used to perform tasks that are time consuming or labour intensive, so as to free up professionals to work in more effective ways.
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