Examining Wayne State College’s Cultural Shift in the Digital Student Journey Using AI Technology

Join the Wayne State College team and examine the cultural shift toward digital transformation that enhanced access for WSC students. We will discuss which tools were implemented, pre-COVID project goals and intentions to reduce tier-one calls and emails, and current initiatives in play to leverage AI data cross-departmentally to meet student needs. We will break down the steps WSC took to implement AI into its communications mix, ultimately leading to an increase in overall student touch points despite challenges faced in 2020. We will detail why students prefer certain communication modalities and how to adapt to those expectations. In this panel-style discussion, WSC implementation team members will dive deep into the challenges they faced throughout this project, as well as the successes they celebrated. Lastly, they will detail next steps as new student needs have surfaced leading into 2021. In this interactive session, we will learn that regardless of size, institutions can be reactive to AI transactional data and identify service gaps to meet student demands in a 24/7/365 service model. We will engage the audience through polls, conversational Q&A, and relevant use-case discussions.