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 2: Expanding to Support Persistence to a Degree
After celebrating the initial success that Pounce had on Summer Melt, the team at GSU set their sights on the next major challenge: Graduation.
While getting students over the threshold is an essential first step, getting them to the finish line is the ultimate goal. And in the domain of student success coaching, Georgia State once again had a wealth of data and insight based on several years of focused effort to measure and improve graduation rates.
Once again Renick partnered with Mainstay to extend Pounce’s knowledge and support. Lindsay Page also committed to run another RCT — this time across the entire GSU student body. With far more departments involved and greater complexity of communication, Lindsay Fifield was assigned the role of senior chatbot coordinator.
Fifield and team recognized that while getting students enrolled was one hurdle, sustaining their progress towards a degree presented a new layer of complex challenges for students. And now with Pounce’s newfound prominence, many departments wanted to use this tool to reach students. It was Fifield’s role to ensure all communication focused on the specific goal of Persistence — saying “no” to all other requests, even messages promoting the first football game of the season!
Once again, the team applied the same approach.
- Define the Problem
Students lack the personalized guidance necessary to persist to a degree. - Map the Student Journey
Outline each step for enrolled students, from registration to account holds. - Identify Friction Points
Pinpoint the barriers where students lose momentum and staff struggle to intervene. - Develop a Proactive Communication Plan
Coordinate proactive, personalized conversations to turn barriers into milestones. - Leverage the Complementary Strengths of AI and Humans
Ensure AI is trained to coach students to success and get the help of a human when it’s needed.
- Define the Problem
Although the problem changed, the approach remained consistent, and once again, researchers determined it was a success. Throughout the academic year, Pounce effectively encouraged students to engage more deeply with campus resources. Data showed a significant increase in academic progress meetings, with a 3.6% rise observed. Moreover, academic advisor meetings surged by 29%, substantially improving students’ course management and academic planning.
Pounce played a pivotal role in simplifying complex administrative processes for students. For instance, when it was time to reapply for Financial Aid, Pounce sent targeted reminders that resulted in a 6% increase in filing FAFSA by the priority deadline.
Understanding the importance of social integration in student persistence, GSU utilized Pounce to boost participation in extracurricular engagement as well. Its reminders and encouragement led to a 30% boost in career and internship fair attendance—an essential step for students to integrate their educational experiences with practical career planning.
By pairing the efficiency of AI with human empathy and expertise, Pounce ensured students received timely, relevant, and personalized guidance exactly when it was needed. Technology minimized the administrative burden on staff while humans showed up for students in the moments that mattered most.
Ultimately, the data measuring Pounce’s impact supporting year-to-year Persistence was so profound that Renick chose to end the RCT conditions in June (two months before the start of the fall semester). At that point the treatment group was 3 percentage points ahead on re-enrollment and it was deemed unethical to withhold this vital intervention from the control group any longer.
Non-Traditional Student Success
In addition to its 4-year student body, Georgia State University was also assigned responsibility for Georgia Perimeter Community College, a 2-year institution serving approximately 17,000 students.
Given Pounce’s success reducing summer melt and boosting persistence at GSU, the next key question was whether this approach would also benefit students at Perimeter College on the journey to a degree.
Once again, Dr. Lindsay Page, along with Dr. Katharine Meyer, led a study to determine the impact of this strategic approach on community college students. Given that Perimeter students were generally older (an average age of 25) learners with a range of responsibilities that included full-time work as well as caregiving, the communication strategy required a complete overhaul.
In the end, our human centered, AI enhanced approach to success coaching led to a similar set of impacts at the 2-year level.
