Conversational AI: How WGU Shifts Gears to Reinvent Student Enrollment Outreach

In many institutions, conversational AI is becoming a proactive strategy to support admissions teams rather than a reactive, last-resort solution. As expectations for timely and personalized communication grow, institutions are rethinking how they engage with prospective students throughout the enrollment journey. This session explores how Western Governors University has shifted its outreach approach by adopting conversational AI tools to better support applicants. Instead of building solutions in-house, WGU has focused on selecting technologies that align with its operational needs and communication goals. These tools enable consistent, always-available engagement, helping answer routine queries, guiding students through key steps, and reducing response delays. The session will highlight how conversational AI integrates into existing workflows, supports teams managing high volumes of interactions, and complements human engagement where it matters most. It will also cover practical considerations such as vendor selection; implementation challenges; and ensuring that automated interactions remain accurate, relevant, and student-friendly. Attendees will gain a clear understanding of how conversational AI can enable scalable outreach while maintaining a strong, student-centered experience.