AI for Personalized Engagement of Students

V G • Oct 17,2024

Summary:

By leveraging AI, the university has created a platform that not only improves student experiences but also enhances retention and operational efficiency.

Client: 

Queensland University of Technology (QUT)

Problem Statement: 

Queensland University of Technology (QUT) aims to engage and inspire learners on one platform from initial interest through to post-degree education. 

QUT wanted to improve student retention rates by providing timely support and personalized engagement, but existing systems were not able to predict student behavior or needs accurately.

 

Results: 

  • An 84% boost in proactive student engagement.
  • Service staff conducted 17 additional domestic outreach call campaigns. 
  • A 69% decrease in response times.
  • Ability to contact prospective students quicker and easier.
  • Reduced student follow-ups by 50%.
  • Students reported feeling more connected to the university and better supported in their academic endeavors.

AI Solution Overview:

Queensland University of Technology (QUT), in collaboration with Accenture, has launched a next-generation customer engagement platform to enhance student experiences. By leveraging Salesforce’s Data Cloud and Einstein AI, the platform focuses on delivering personalized, data-driven experiences to students, catering to their academic and non-academic needs. 

The solution integrates various data sources, including academic records, student behavior, engagement metrics, and feedback, to provide a unified view of each student.

QUT implemented Salesforce’s powerful data integration tools to create a centralized repository for student data. This cloud-based solution aggregates real-time information from multiple systems, providing QUT with a comprehensive view of each student’s journey, including academic performance, extracurricular involvement, and personal preferences.

The platform utilizes Salesforce’s Einstein AI to deliver personalized experiences. Einstein AI’s predictive analytics help identify at-risk students and provide personalized recommendations for courses, learning materials, and support services. Additionally, Einstein’s natural language processing enables more intuitive interactions between students and the platform, ensuring that each student’s inquiries are handled in a personalized, responsive manner.

The platform also enables personalized communication, allowing staff to engage with students in meaningful ways based on their specific needs and preferences.

References: 

  1. A+ early adoption of data and AI strengthens student connections at QUT. https://www.accenture.com/us-en/case-studies/technology/technology-connected-campus-queensland-university

Industry: Education Services

Vendor: Accenture

Client/Clients: Queensland University of Technology (QUT)

Publication Date: 2024

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