Ep. 13: Putting Students First with Devin Purgason

Brian Piper sits down with Devin Purgason from Forsyth Tech to explore how the community college is strategically integrating AI to enhance student engagement, boost enrollment, and deliver better outcomes. Devin shares the innovative ways Forsyth Tech is leveraging tools like AI chatbots, automated workflows, and Microsoft Co-Pilot to create efficiencies while maintaining the human connection that drives student success. This conversation also tackles concerns like AI hallucinations, resource allocation, and how to balance automation with personal interaction to make a meaningful impact in higher education.Episode prompt: Using Claude.ai: Create an app for me that takes the attached spreadsheet and does X‍Key TakeawaysAI Can Enhance, Not Replace, Human InteractionsForsyth Tech uses AI to automate routine processes, freeing up staff to focus on more complex, human-centered student needs—ultimately increasing trust and connection.The Impact of AI Chatbots in EnrollmentBy integrating an AI chatbot, Forsyth Tech decreased call volume by 30%, increased call length by a minute (indicating deeper conversations), and saw a 10% rise in enrollment within six months.Human Oversight is Key to Managing AIForsyth Tech's success hinges on having a dedicated team member who constantly updates the AI knowledge base and monitors chat interactions to prevent errors.Start Small, Scale StrategicallyInstitutions new to AI should begin with small pilot projects to measure impact and refine processes before scaling larger initiatives.AI's Role in Personalization and AutomationAI tools are helping Forsyth Tech create tailored messaging, workflows, and content for prospective students, streamlining operations without losing the personal touch.How Forsyth Tech is Using AI to Meet Student Needs Forsyth Tech's integration of AI began in 2023 with the formation of an AI task force—a forward-thinking move for a community college. One of their most successful implementations has been an AI chatbot powered by generative AI and large language models (LLMs). The chatbot, customizable to the institution’s specific needs, provides students with real-time answers to questions like office hours or deadlines. This frees up staff to tackle more complicated issues, like FAFSA support, ensuring that high-need students get the attention they deserve.Beyond chatbots, AI has been incorporated into enrollment workflows using their CRM system. Prospective students are guided through personalized journeys based on their behavior and responses. For example, if a student completes an inquiry form, they receive automated emails or text messages tailored to their actions. What sets this apart is the integration of a student care team, which adds a human touch by personally reaching out to students during key points in their journey. This balance of AI and human intervention has been pivotal in driving enrollment growth.Addressing Concerns About AI Accuracy One of the top challenges institutions face when adopting AI is the risk of errors—so-called "AI hallucinations." Devin acknowledges these challenges but emphasizes that no system, human or AI, is immune to mistakes. To combat inaccuracies, Forsyth Tech monitors chat interactions in real time and uses triggers to notify staff when a chat requires human intervention. They also have a dedicated team member who updates the chatbot’s knowledge base regularly to ensure accuracy.Additionally, Devin advises that institutions shouldn't expect perfection when implementing AI. The focus should be on making incremental improvements that add value while mitigating risks. By taking this pragmatic approach, Forsyth Tech has reaped significant benefits without being derailed by occasional hiccups.The Future of AI in Higher Education Looking ahead, Devin predicts AI will drive greater personalization across all areas of higher education. From tailored academic content in learning management systems (LMS) to customized marketing messages, AI is poised to revolutionize the way colleges interact with students. Tools like Microsoft Co-Pilot, which summarizes emails and provides real-time assistance, are already helping Forsyth Tech's staff be more efficient in administrative tasks.For enrollment marketers, Devin believes AI will make A/B testing, process automation, and personalized campaigns more accessible and effective. The goal, he notes, isn’t just to attract students but to support them throughout their journey—from inquiry to graduation—with tools that reduce barriers and create meaningful engagement.Advice for Institutions New to AIFor institutions just starting their AI journey, Devin recommends the following steps:Define Objectives: Clarify what you want AI to achieve—whether it’s boosting enrollment, improving learning outcomes, or streamlining administrative tasks.Invest in Training: Equip staff with the skills to use and manage AI tools effectively.Pilot Projects: Start small, evaluate impact, and scale based on what works.Balance Automation and Human Touch: Always ensure that AI complements, rather than replaces, human interaction to maintain trust and connection with students. - - - -Connect With Our Host:Brian Piperhttps://www.linkedin.com/in/brianwpiper/About The Enrollify Podcast Network:AI for U is a part of the Enrollify Podcast Network. If you like this podcast, chances are you’ll like other Enrollify shows too! Enrollify is made possible by Element451 —  The AI Workforce Platform for Higher Ed. Learn more at element451.com. Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

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