What does it mean for artificial intelligence to be truly human-centered?
It’s about more than quick answers or polite responses. Human-centered AI expands human capacity, strengthens connections, and improves real-world outcomes. These aren’t just buzzwords—they’re principles we can apply in tangible ways to better support learners.
Here’s what human-centered AI looks like in action—and what it doesn’t.
What Human-Centered AI Looks Like
1. Proactive Support That Drives Action
Human-centered AI helps learners act at the right time with personalized guidance.
Example:
At Georgia State University (GSU), proactive outreach from their AI reduced summer melt from 21% in 2016 to less than 9% today. The AI nudged students to complete tasks like FAFSA filing and transcript submission, guiding them step-by-step to ensure they stayed on track.
Why it works:
Timely, actionable messages reduce friction and help students navigate complex processes without unnecessary stress.
2. Escalating High-Stakes Conversations
AI must recognize when human connection is critical—whether it’s “How do I drop out?” or something more subtle.
Example:
A student might message, “I don’t know if I’m cut out for this,” or even, “I’m feeling down lately, like REALLY down.” These moments call for more than automated responses. The AI recognizes the gravity of the situation and escalates the conversation to a human advisor.
The advisor is alerted with the context—recent academic struggles, emotional cues, or even previous messages—allowing them to reach out with personalized and empathetic support.
Why it works:
Escalating sensitive conversations ensures students receive the care and guidance they need during critical moments.
I've been feeling down lately, like REALLY down 😔
Ari
That's understandable. Adjusting to college life can be difficult. Want me to connect you with someone for some advice?
Human-Centered AI
that would be great ❤️
Ari
Hey Ari, it's your advisor. Let's find a time for a chat. How's this afternoon for you?
Advisor
3. Resolving Issues Seamlessly
AI can handle routine but complex administrative processes while keeping human assistance accessible.
Example:
At Cal Poly Pomona, Zoe Lance, supported by her AI Success Coach Billy, resolved 300 account holds within 24 hours of the holds being placed. For students who ran into issues, Billy escalated their cases to Zoe, streamlining the steps to connect with students at the exact moments they needed help.
Why it works:
Automation clears barriers quickly, while seamless escalation ensures students can get human support when needed.
4. Continuous, Contextual Conversations
Human-centered AI remembers and builds on past interactions.
Example:
AI tracks a student’s journey—from admissions reminders to financial aid nudges—summarizing progress for advisors when escalation is needed. This ensures no one has to start from scratch, simultaneously saving time and empowering advisors to meet students exactly where they are along their journeys.
Why it works:
Maintaining continuity fosters trust, saves time, and allows advisors to focus on problem-solving instead of data gathering.
What Human-Centered AI Isn’t
1. Superficial Empathy
Example:
Responding to “How do I drop out?” with, “I’m sorry to hear that. Here’s the form.”
Why it misses:
Polite words without meaningful action fail to address the student’s deeper needs. Why are they considering dropping out? Is there another alternative that might better align with their goals?
I don't think I'm cut out for this, how do I drop out??
Ari
Sorry to hear that. Here's link to instructions for dropping out! bit.ly/2jfd0sod
Generic Chatbot
Was this helpful?
Generic Chatbot
2. Deflecting Without Following Up
Example:
Redirecting a student asking about financial aid to a generic FAQ page without checking back to confirm the action was taken.
Why it misses:
The lack of follow-up creates gaps in support, leaving students stuck and the institution in the dark about unresolved issues.
3. Automating Scheduling Without Context
Example:
AI schedules an advising appointment but doesn’t summarize the student’s relevant history for the advisor.
Why it misses:
While scheduling is efficient, failing to share the full context slows down conversations and makes the experience disjointed for both the learner and the advisor.
4. Relying Only on Reactive Support
Example:
AI answers the questions students know to ask but doesn’t proactively identify tasks they might not realize are incomplete, like filing FAFSA or resolving a registration hold.
Why it misses:
Reactive measures limit the potential impact of AI by leaving critical gaps in support for students who aren’t sure what to ask for help with.
Key Principles of Human-Centered AI
- Expand Human Capacity:
Automate routine tasks to let people focus on higher-value work. - Foster Connection:
Strengthen, not replace, meaningful human interactions. - Drive Better Outcomes:
Use AI to empower students to act, decide, and succeed.
Human-centered AI is about more than efficiency—it’s about thoughtfully putting humans at the center of how technology is designed and used.
By pairing the strengths of automation with the care of human connection, we can create systems that don’t just respond to students’ needs but anticipate and guide them toward success.
If you’re ready to explore how human-centered AI can make a difference at your institution, let’s start the conversation.