Since 2016, Georgia State University (GSU) has consistently evolved their use of conversational AI in the strategy and operations of Student Success Coaching. To benefit other institutions, GSU committed to rigorous research to prove Pounce not only reduces melt, increases enrollment, boosts retention, and reduces DFW rates, but also helps to close equity and achievement gaps.
Part 3: Advancing Academic Success in Gateway Courses
In the fall of 2019 when Renick called Magliozzi to say, “I have an idea,” Magliozzi had enough wisdom to say “yes” before Renick even finished his thought.
Once again with Dr. Page serving as lead research partner, GSU set out to apply Mainstay’s technology as a virtual Teaching Assistant (TA) to address a significant student success issue: high DFW (drop, fail, or withdrawal) rates in large gateway courses, starting with American Government — a required course at all public institutions in Georgia.
Professor Michael Evans, the senior lecturer overseeing the course, noted that while students typically received email reminders, the direct and personalized text messages from TA Pounce were more impactful. They offered not just reminders, but also readiness assessments through practice quizzes and crucial academic nudging tailored to students’ immediate needs.
In that first semester, students who engaged with Pounce achieved significantly higher academic performance. Those in the treatment group scored grades of B or above at rates 16% higher than their counterparts who did not receive success coaching. Moreover, first-generation students in the treatment group earned an overall grade 11 points higher than similar students in the control group.
The Wall Street Journal highlights this success in their article “How Data Is Changing the College Experience,” where they discuss GSU’s strategic use of AI enhanced chatbots like Pounce. In it, Renick shares that “overall, students who received chatbot messaging were more likely to earn an A or B in the class than those who didn’t receive messages. First-generation students receiving messages earned final grades about 11 points higher than similar students not receiving messages. That’s a full letter grade better. It’s leveling the playing field.”
Moreover, the effectiveness of Pounce extends beyond academic performance; it also provides critical emotional support to students. One first-generation student shared their experience in the same Wall Street Journal article, stating, “I needed to talk to someone, but didn’t know who. The chatbot was just handy.” This highlights the additional benefit of AI in providing timely assistance to students who often lack the same support systems as their peers, helping them navigate challenges more effectively.
Since then, TA Pounce has boosted academic performance by an average of 5-6 percentage points across six semesters while significantly reducing DFW rates in American Government, Economics, and now intro to Chemistry.
TA Pounce was particularly beneficial for underrepresented students and those historically at a higher risk of dropping the class. In the math-heavy microeconomics course, 72% of the female students who used TA Pounce earned an A or B compared to 60% of women in the control group. Additionally, dropping rates among female students in the treatment group were only 3%, compared to 9% in the control group.
Researchers believe that TA Pounce helped students feel more confident in managing their workload and navigating course resources. “It’s really a combination. The AI does a lot of the administrative things and takes care of a lot of the low-hanging fruit,” Meyer said. However, what makes this approach truly unique is its complementary blend of human and technological skills. While AI helped to drive guidance at scale, human teacher assistants reviewed student conversations weekly and followed up on critical chats, ensuring personalized support continued alongside automated interactions.
For students from underrepresented minorities, those first in their family to attend college, or coming from low-income backgrounds, Pounce is more than a technological tool—it’s a constant, accessible source of guidance that’s always ready to help, at any hour.
If you wondered why we changed our name from AdmitHub to Mainstay, look no further. Collectively, these studies underscore Mainstay’s role as a steadfast support system, constantly upholding students throughout their entire educational journey—from admission to graduation—reflecting a deep commitment to being a reliable, enduring presence in their academic lives.
GSU’s journey yielded significant advancements in student success, provided valuable insights, and forged a path for future applications.
Lessons Learned
- Data-Driven Customization is Key
The success of the AI-enhanced interventions at GSU underscored the importance of data-driven customization. Tailoring communication based on individual student data ensured relevance and timeliness, which significantly increased engagement and effectiveness. - Human-AI Collaboration Enhances Impact
One of the most crucial lessons was the power of human and AI collaboration. While AI efficiently handled routine interactions and data management, human oversight was vital to its ability to proactively coach students, and for providing the empathy and expertise only a human can provide in the moments that matter most. - Keep Iterating
Continuous collection of feedback and performance data played a vital role in refining GSU’s interventions. Their commitment to ongoing assessment allowed for iterative improvements, making the system smarter and more aligned with student needs over time. - Scalability Through Strategic Planning
The projects at GSU demonstrated that with thoughtful planning and execution, AI-driven strategies could be scaled effectively across different campuses and student services, offering a sustainable model for large-scale implementation.
- Data-Driven Customization is Key
Future Directions
- Expanding AI Applications
Encouraged by the success in tackling Summer Melt, persistence, and academic challenges, GSU plans to explore further applications of AI across other student interaction points, such as career services and alumni engagement. - Enhancing AI Capabilities
As AI technology evolves, GSU plans to integrate more advanced AI capabilities that enhance the personalization and effectiveness of student interactions. - Broader Institutional Adoption
GSU aims to promote the adoption of their human centered, AI enhanced approach across other institutions. By sharing their blueprint and successes, and by providing consultative Student Success services through their National Institute for Student Success, GSU hopes to inspire and empower other universities to leverage technology to improve student outcomes. - Research and Development
Continuing to partner with academic researchers and technology experts will be key in advancing the understanding and capabilities of AI in education. As it stands, GSU is at the forefront of research evaluating the efficacy of using AI for Student Success.
- Expanding AI Applications
Embracing the AI-Enhanced Future of Higher Ed
GSU’s journey with Mainstay is more than a story of overcoming specific educational challenges; it’s a testament to the transformative power of integrating artificial intelligence with a human centered approach. This partnership has not only reshaped the student experience at GSU but also set a benchmark for educational institutions worldwide, demonstrating the immense potential of AI to enhance student success in a meaningful and sustainable way.
The framework established by GSU is a blueprint that promises not only to solve complex challenges but also to anticipate and adapt to the changing needs of students and the evolving landscape of higher education.
For institutions considering a similar path, the journey of GSU and Mainstay underscores the importance of strategic planning, data-driven decision-making, and the synergetic combination of technology and human insight.
We invite educational leaders, policymakers, and innovators to draw inspiration from GSU’s story, to explore the capabilities of AI enhanced strategies, and to envisage a future where education is not just about imparting knowledge, but about actively fostering every student’s potential to succeed. The journey of integrating AI in education is just beginning, and the opportunities to enhance student outcomes are boundless.
Ready to enhance your student success initiatives with AI? Partner with us and we’ll deliver conversational design, behavioral science, and AI to capitalize on your institution’s unique insights and expertise. Together, we create a dynamic, human centered approach tailored specifically to your students’ needs.
