Mark Rosanes
AI Solutions Manager,
University of Houston
Lessons from the Front Lines: Deploying a Campus-Wide Chatbot in Higher Education
Tuesday, October 28, 2025 | 4:30PM–5:15PM CT | EDUCAUSE Commons, Enterprise Central, Poster Area
Session Type:
Poster Session
Delivery Format:
Poster
Transformative technologies bring both opportunities and challenges to higher education. Among the most promising is the use of AI-powered chatbots to improve how students access campus resources and support services. When designed and deployed effectively, chatbots can deliver timely, personalized assistance, enhance the student experience, and reduce the volume of routine inquiries handled by staff. However, if poorly implemented or inadequately supported, these tools risk weakening student trust—delaying adoption and limiting the potential for long-term transformation. This session will share lessons learned from piloting a campus-wide AI chatbot, including the importance of leadership and staff buy-in, committing resources for long-term success, and identifying meaningful ways to measure impact. Attendees will gain insight into what it takes to move from a promising pilot to a reliable, student-centered service. The session offers practical guidance for institutions considering similar initiatives.