Empathy and AI: Rethinking Higher Ed Conversations

AI in Higher Ed: Friend or Foe?

Students today expect fast, personal, and meaningful interactions from their schools. The old playbook of mass emails and phone calls isn’t cutting it. So how do institutions scale real, human conversations when admissions, student success, and alumni teams are already stretched thin?

AI isn’t the enemy—it’s the co-pilot institutions need to build better relationships. In a recent webinar with The Chronicle of Higher Education, “Empathy and AI: Transforming Higher Education Conversations with Intelligence,” Mongoose’s SVP of Product Matt Baker and VP of Marketing, Josie Sutcliffe, broke down how Conversation Intelligence is changing the game, making student engagement smarter, more empathetic, and more effective.

What is Conversation Intelligence?

Conversation Intelligence goes beyond automation. It turns real conversations into data-driven insights, helping institutions understand what students need and then respond accordingly. Unlike static CRMs, a Conversation Intelligence Platform (CIP) like Mongoose facilitates:

• Two-way, real-time engagement that feels human, not robotic
• Sentiment analysis to detect frustration, confusion, or excitement
• Personalized messaging at scale without losing authenticity

“Higher ed communication isn’t about sending more messages—it’s about sending the right messages at the right time.”

Matt baker, svp of product at mongoose

The Power of Conversations in Enrollment

One of the most striking insights from the webinar was how engaging students in conversations significantly boosts enrollment yield. A Mongoose study conducted across 300,000 students over the past few years revealed a clear pattern:

• Students who received no messages had the lowest enrollment yield.
• Students who received notifications and reminders saw a moderate increase.
• Students who engaged in distinct conversations had the highest enrollment yield—exceeding 90% when they had more than 20 conversations.

This data underscores the power of two-way engagement in guiding students through their academic journey. When students can ask questions, express concerns, and receive personalized responses, they are far more likely to enroll and persist in their education.

A key takeaway from this study is that most institutions don’t have visibility into how many conversations they are actually having. While many institutions understand the importance of conversations, measuring and optimizing these interactions is crucial for improving student outcomes.

How AI Supports Students at Every Stage

Mongoose’s webinar laid out how AI-driven conversation intelligence makes a difference across the student lifecycle:

Enrollment & Admissions

• AI chatbots answer questions 24/7, keeping students engaged before they lose interest.
• Predictive analytics identifies students at risk of dropping off so teams can intervene early.
• Automated yet personalized follow-ups ensure applicants don’t ghost mid-process.

Client Example: OSU-Cascades saw a 60% event registration rate from text-driven invitations, proving that real-time messaging works.

Student Success & Retention

• AI detects early warning signs of disengagement, triggering outreach before students disappear.
• Automated nudges help students meet deadlines for financial aid, advising, and enrollment.
• Sentiment analysis helps teams prioritize outreach to students who need immediate support.

Client Example: McLennan Community College boosted student retention rates to 98% among those who opted into messaging.

Advancement & Alumni Engagement

• AI-powered insights guide personalized donor outreach, boosting fundraising efforts.
• Automated event invites keep alumni connected to their alma mater.
• Smart segmentation ensures that institutions target the right alumni with the right messages.

Client Example: Brenau University tripled alumni engagement using personalized text outreach.

Best Practices for AI in Student Conversations

The webinar highlighted four key takeaways for institutions looking to implement AI-driven communication:

Ditch One-Way Messaging—Make It a Conversation

Don’t: “Reminder: Open House this Friday.” 

Do: “What part of our Open House excites you most?
A) AI Lab Tour
B) Student Panel
C) Campus Tour”

Personalization Wins Every Time

Don’t: “Apply for housing here.” 

Do: “Hey [First Name], saw you were trying to apply for housing! Here’s the direct link. Need help? Let us know!”

AI Can Spot Emotions—Use It

Don’t Ignore: “I might have to drop out because I’m overwhelmed.”

Do: “Your well-being matters. Would you like to connect with a counselor? We’re here to help.”

Measure What Matters

Don’t Track: Open rates alone—these don’t tell you if students are engaging. 

Do Track: Sentiment shifts, engagement patterns, and retention impact.

AI & Empathy: Not Opposites, But Partners

The biggest takeaway? AI is not replacing human connection; it’s enhancing it.

Higher education teams don’t need to do more – they need to do better. AI helps institutions reach more students faster and with the empathy they deserve.

Ready to see how AI-driven conversation intelligence can transform your institution? Book a demo with Mongoose today.

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