Too many institutions see AI only as an automation tool. Yet it has the power to be so much more impactful for universities if designed and implemented thoughtfully. AI can strengthen trust between learners and institutions, foster belonging among learners, and extend human capacity at scale. But to see these outcomes, leaders need to ground their AI adoption strategies in four principles that prioritize people first.
1. Choice: Always Provide a Human Option
Learners are not monolithic. Some are comfortable navigating digital tools independently. Others prefer to hear from a live person when they have questions. Giving learners the ability to decide whether to engage with an AI-powered system signals respect for their individual preferences and values. This simple act builds confidence that the technology institutions implement is there to support, not replace, human relationships. Leaders who institutionalize choice reduce frustration, increase trust, and demonstrate that their technology strategy is centered on learner needs.
Practical Applications
AI agents can answer common questions about application deadlines 24/7, and also clearly offer a direct route to a live advisor when agents aren’t able to answer learner questions. Even better, these systems can let learners choose how they’d prefer to engage with a live advisor, whether through chat, phone call, or appointment. The result? Learners feel their institution respects personal learning and communication styles while reducing their barriers to access.
2. Transparency: Set Expectations and Guardrails
AI isn’t a panacea. It can’t solve every problem. Learners are quick to notice when technology overpromises and underdelivers, eroding confidence in the institution itself. Higher education leaders should make clear where they’ve implemented AI, what those AI tools are designed to do, what they cannot do, and when users can expect human intervention. When institutions clearly articulate the role of AI in their institution, they manage learner expectations while also building and reinforcing trust with learners.
Practical Applications
Establishing escalation triggers, like when sensitive topics arise, ensures AI systems serve as a gateway to deeper human interaction rather than a barrier. For example, a student disclosing a mental health concern should automatically be routed to counseling staff, with the AI providing context but never replacing the human care needed. Institutions should also build in triggers to flag issues with AI tools themselves, ensuring constant feedback so users can help shape the agent responses. The result? A confidence that AI systems are there to enhance learner experiences, not replace the human-connection they might need.
3. Relevance: Deliver Meaning Over Speed
AI is often framed in terms of speed. But speed does not guarantee impact. The true power of human-centered AI is its ability to offer relevant information at the right time, in the right context, and in a tone that reflects institutional values. Where a quick generic response feels transactional, well-timed and personalized messages signal genuine attention. Leaders should focus on designing AI experiences that deepen the connection between learners and their institution by making interactions feel meaningful rather than mechanical.
Practical Applications
When AI systems recognize a learner is navigating financial aid questions, it can proactively surface resources tailored to their program or location. It might also proactively highlight upcoming workshops, deadlines, or direct connections to staff who specialize in similar cases. The result? Learners feel supported, leading to a greater sense of understanding and belonging.
4. Partnership: The Best of AI and Human Support
AI is a partner to faculty, advisors, and support staff. It is not a replacement. When AI tools handle routine, transactional tasks, it frees professionals to focus on nuanced conversations that require empathy, judgment, and personal insight. They can also empower teams by feeding them valuable context to ensure interactions begin with a deeper understanding of the learner’s journey. Institutions that embrace the partnership model for AI tools amplify the role of their people in delivering exceptional learner experiences without detracting from it.
Practical Applications
AI systems can build stronger person-person relationships by providing context to coaches, faculty, mentors and advisors so they can offer learners more tailored guidance. This context might include patterns over time, like recurring concerns or questions, that allow advisors to anticipate needs and proactively reach out. The result? A stronger relationship built on care and foresight, not just efficiency.
There’s exponential potential for universities to harness the power of AI from first touch to alumni engagement. But only if it’s implemented with care. Embedding choice, transparency, relevance, and partnership into every AI initiative ensures these tools serve as an extension of the institution’s mission to educate, connect, and empower. Human-centered approaches to AI elevate the importance of people and position institutions to create lasting impact in an increasingly digital world.
