Campus leaders and students agree that human connection must remain central to the college experience as generative AI revolutionizes support services alongside teaching and learning.
Higher education leaders envisioned the future of generative AI for a panel assembled by the edtech coalition EDUCAUSE. Nearly 1,000 students shared their feelings about college support services in another survey by WGU Labs, the research and innovation hub at Western Governors University.
Both reports revealed that generative AI optimizes task-oriented, back-end operations, while also improving tutoring and assessment feedback. But faculty, department leaders and students clarified that they prioritize human connection and collaboration.
“[F]indings suggest an opportunity to build on what students already value—strong human relationships—while addressing unmet needs through thoughtfully designed technology that complements, rather than replaces, mentor support,” the WGU Labs report read.
Enhancing trust as generative AI improves
EDUCAUSE’s panelists described the changes needed over the next decade:
- Digital divide closes: Colleges meet technology needs by driving down costs and improving student data and AI literacy.
- Deeper collaboration with edtech leaders: Institutions work with industry to create custom technology services that put the campus community at the center of innovative operations.
- Enhanced student learning: Student AI use matures with immediate assessment feedback and immersive learning tools.
Faculty and students trained in AI literacy will remain in the driver’s seat as campuses rely more deeply on technology.
“GenAI tools might lead to new scaling capabilities for learning experiences, but this must not come at the cost of personal relationships,” the report read.
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Faculty must evaluate different generative AI tools before introducing them to students, who should scrutinize any output they receive from AI. The time and money invested will ultimately improve instruction while preparing students for an evolving workforce and society.
Faculty who are well-versed in the ethical and social implications of AI will position themselves as sources of trust to help students navigate different challenges, EDUCAUSE’s panelists asserted.
Evolving human mentorship
Most students surveyed by WGU Labs embrace generative AI’s ability to track academic progress and provide quick responses to general questions. However, over 75% of students prefer human mentors who provide emotional support and help with complex academic planning.
“For most students, AI is not a replacement but an enhancement that is useful only insofar as it protects and preserves the personal touchpoints they value,” the report read.
For example, a hybrid model could “balance speed with empathy,” where generative AI functions as a gateway that connects students with a skilled advisor or mentor.
