AI: Exciting, but a little unsettling
Artificial Intelligence is evolving at breakneck speed. For Higher Education institutions, it offers the promise of smoother student journeys, faster resolutions, and more empowered support teams.
At the same time, there’s unease about the unknowns. In a recent interview, Iain Bennett, AI Specialist at IPI noted that while the technology is “mind-blowing in terms of what it can do”, it also raises questions about long-term impacts. Craig Farley, Head of Solution Consulting, adds: “AI isn’t a silver bullet, and it’s still too early to know exactly how it will reshape the future of work.”
From clunky bots to real conversations
Early chatbots were often rigid, frustrating, and left students feeling unheard. Generative AI is different. Instead of forcing users down scripted paths, AI can now understand intent, context and even emotion.
This means students can ask questions naturally, whether about timetables, accommodation, fees, or wellbeing, and receive accurate answers or be routed to the right team straight away. It not only reduces frustration but also provides universities with valuable insights into recurring queries and broken processes.
Supercharging staff, not replacing them
In Higher Education, the real value of AI lies in augmentation. Tools such as auto-summarisation and real-time transcription reduce admin and free staff to focus on empathy and problem-solving.
As Iain explains, “First contact resolution is the sweet spot. If AI can help us achieve that more consistently, both students and institutions benefit.”
Why universities need to tread carefully
Despite the opportunities, there’s a danger in rushing to deploy AI for the sake of it. Iain warns that a fear of missing out is leading some organisations to adopt tools without clear objectives. Despite the opportunities, rushing into AI can create more problems than it solves. Craig cautions: “Too many organisations try to make a bad process faster. AI should be used to improve the process itself, not just accelerate what’s broken.”
To deliver real impact, institutions should:
- Work with the right partner – true expertise is essential.
- Target genuine pain points – for example, reducing student wait times or simplifying admissions queries.
- Get data ready – clean knowledge bases and integrated systems are the foundation.
- Be transparent – let students know when they’re interacting with AI.
The road ahead
The next leap will come from AI agents, systems that can manage multi-step tasks on behalf of students. Imagine a student asking for help with “changing my course module,” and AI handling everything from updating records to notifying academic staff and confirming the change.
We’re not there yet, but preparation is critical. Clean data, strong governance, and a clear strategy will determine which institutions are ready when AI agents become mainstream.
Final thoughts
AI is already reshaping student and staff experiences across Higher Education, reducing queues, improving satisfaction, and enabling support teams to focus on what really matters.
As Iain notes: “The best time to start learning about AI was yesterday. The second best time is today.”
The future isn’t about humans vs AI. It’s about working together to deliver faster, smarter, and more personal student experiences.
If you’d like to explore how AI can help your university or college deliver exceptional experiences, find out how IPI can help.
Jane is Head of Marketing at IPI with over 30 years experience in the IT marketing arena. Passionate about driving change through innovative technologies and highly focused on delivering IPI’s core messages to it’s clients and prospects.
