Ep. 70 - Sharon Harrison: How AI Support is Becoming the New Front Door of Higher Education

In this episode of EdTech Connect, host Jeff Dillon sits down with Sharon Harrison, CMO at Gravyty, to explore the dramatic evolution of AI in higher education. Sharon, who played a key role in unifying the leading platforms Ivy.ai and Ocelot under the Gravyty brand, traces the journey from the early days of simple "chat boxes" to today's sophisticated conversational AI agents.

They discuss how this technology has shifted from a novelty to mission-critical infrastructure, helping schools tackle urgent challenges like summer melt, the enrollment cliff, and 24/7 multilingual support. Sharon shares surprising use cases, from addressing student food insecurity with empathy to uncovering actionable recruitment insights from chatbot data. The conversation dives deep into practical questions: How do you measure true ROI beyond simple deflection counts? What does "hybrid AI" really mean for seamless student support? And, crucially, what guardrails must institutions have for data privacy, accessibility, and bias? For any campus leader wondering where to start with AI, this episode is a masterclass in strategy, integration, and impact.

 

Key Takeaways

1. AI Has Evolved from "Chat Box" to Core Infrastructure: Conversational AI in higher ed has rapidly progressed from a simple FAQ tool ("chat box") to a virtual assistant, and is now moving toward autonomous AI agents. This shift, accelerated by COVID and the enrollment cliff, makes AI a strategic necessity, not a novelty.
2. The "Why" is Democratizing Access & Solving Urgent Pain Points: The most powerful AI use cases solve critical institutional pain points while democratizing access. Examples include providing 24/7 support for time-pressed families completing FAFSA, offering shame-free access to basic needs resources, and proactively engaging at-risk students before they fall through the cracks.
3. True ROI is Measured in Impact, Not Just Volume: Success metrics must go beyond "questions answered." Institutions should focus on deflected calls translated into staff hours and salary savings, increased application submission rates, shortened student worker onboarding, and uncovering demographic insights for targeted recruitment.
4. "Hybrid AI" is the Key to Safe, Effective Conversations: Modern chatbots use a hybrid algorithm that blends retrieval-based AI (for accurate, curated answers from the institution's knowledge base) with generative AI (for a natural, conversational flow). This approach provides guardrails, ensures brand-aligned tone, and prevents hallucinations.
5. Integration Over Replacement: Successful AI doesn't replace existing systems (CRM, SIS, LMS); it sits on top of them. The goal is to unify fragmented data, make legacy investments more valuable, and provide a seamless, single point of contact for the student across all campus silos.
6. Critical Guardrails: Ask "How," Not Just "If": When vetting AI vendors, leaders must ask how the AI works. Key safeguards include ensuring the AI is grounded only in the institution's content (not the open web), verifying current VPAT/accessibility compliance and SOC 2 certification, and thoroughly understanding data privacy and FERPA adherence.
7. Drive Adoption to Realize Value: Simply deploying a chatbot isn't enough. Institutions must proactively drive student adoption through social media campaigns, commercials, and integration into student workflows to achieve the deflection and engagement metrics that deliver ROI.
8. Start with an Internal Audit: For smaller institutions or those just beginning, the best first step is an internal audit. Discover what tools and systems already exist across campus departments. Leveraging existing, vetted contracts can speed up procurement and ensure smoother int...

Chapters

• (00:00:00) - EdTech Connect: The Fear of Confessing
• (00:01:01) - Meet Sharon Harrison, Chief Marketing Officer at Gravity
• (00:02:36) - In the Elevator of Higher Ed: Ivy AI
• (00:04:18) - The Merger of Ivy, AI and Ocelot
• (00:05:31) - Chatbots' evolution in higher ed
• (00:09:21) - AI Use Cases for Colleges
• (00:11:54) - How to Build an AI-enabled Campus
• (00:16:36) - What metrics should institutions focus on to understand true chatbot effectiveness?
• (00:23:17) - Teaching Innovation: The Hybrid AI Chatbot
• (00:29:23) - Are we Ready to Identify Students at Risk?
• (00:31:16) - Where to Start with AI and Chatbot?