A&T Leverages AI-powered Texting to Support Student Success

GREENSBORO, N.C. (Dec. 13, 2024) – North Carolina Agricultural and Technical State University has implemented a chatbot to capture the student voice via text message, identify potential issues students may be facing and provide guidance and support resources where needed.

Powered by EdSights, the framework combines artificial intelligence, persistence research and SMS text messaging to increase student retention, engagement and success.

Dubbed Aggie at A&T, this customizable, AI-driven bot simulates a human interaction, offers students proactive, tailored outreach to their needs and includes 24/7 reactive frequently asked questions support.

“We are now using AI to streamline communication to students and further promote their success,” said Kase Gregory, implementation specialist.

According to EdSights, leveraging students’ preferred method of communication – texting – helps continuously engage and support them throughout their academic journey. The evidence-based framework uses AI to check in with students every seven to 10 days. This real-time approach helps proactively identify barriers and provides scalable, increasingly personalized support as the AI learns about each student’s unique needs.

Since October 2024, Aggie has been texting students every seven to 10 days to gauge how they are feeling and connect those in need to targeted resources. Student responses are fed into the EdSights dashboard and the platform flags students who would benefit from additional outreach. But it doesn’t stop there. When EdSights identifies a student that could use human outreach, a few select campus partners with access to the database will follow up with the appropriate resource (i.e. housing, counseling services, etc.) to ensure they have spoken with the student directly or those partners will reach out to the student. This extra step ensures students are contacted by someone on campus if the situation warrants it.

“This chatbot is exciting,” said Antja Dionne Caldwell, implementation specialist. “It is going to be the best resource for students to have easy access to campus resources and information.”

Aggie sends academic, financial, engagement and wellness reminders such as key event dates or course management notices and deadlines. It also sends out wellness, persistence and support system check-ins.

To date, Aggie has sent six proactive, research-backed check-ins to students to measure how they were doing in each of the key drivers of student success (academic, financial, wellness and engagement). Aggie has also sent five custom campaigns to students to share important reminders, foster a sense of community and belonging, and get their feedback to enhance student support.

At N.C. A&T thus far, 98% of students on the platform remain opted in to receiving texts from Aggie and 36% are actively engaged and texting Aggie. Students have sent more than 12,300 texts to Aggie since October.

With no additional staffing needs, Aggie has uncovered barriers and connected students to resources in 1,705 instances to date. For its Oct. 23 Temperature Check, Aggie reached 11,276 students to gauge their feelings about the fall term and identify any key concerns they may face. On its Oct. 28 Academic Engagement check-in, Aggie reached 11,207 students to understand if they were enjoying their classes and if not, identify what is driving their lack of engagement. This outreach helped recognize students needing additional academic support; identify those feeling overwhelmed and dealing with issues that may make it difficult for them to continue; and support students who rated their health and well-being as poor because of mental health concerns. As a result, Aggie connected them to appropriate support services and resources.