Key Takeaways:
- Pandemic-Driven Adoption: Chatbot use surged post-2020 as institutions handled increased student inquiries.
- Smarter AI Integration: Modern chatbots offer personalized support, automation, and system integration.
- Diverse Campus Functions: Chatbots assist with engagement, admissions, IT support, and academics.
- Explore EdTech Future: Attend our webinar on March 11 to see how our data portal can help your organization prepare your next edtech step.
Over the past decade, chatbots have steadily made their way into higher education, but their real impact has only become clear in recent years. Institutions are now using AI-powered chatbots to improve student support, streamline administrative tasks, and enhance engagement like never before.
A Slow Start, Then a Boom
In the early days, chatbots in higher education were little more than advanced search tools. They worked by matching student inquiries with pre-built responses, helping users find the right information or webpage. While useful, these early systems lacked true conversational abilities and weren’t widely adopted.
This started to change in 2018–2019, when colleges and universities began experimenting with AI-driven automation. Institutions saw potential in chatbots for handling common student questions, but adoption was still relatively slow.
Then came 2020, and everything changed. The COVID-19 pandemic forced campuses to shift online, overwhelming student support teams with questions about remote learning, financial aid, and admissions. To bridge the gap, institutions turned to chatbots in record numbers. As shown in Figure 1, from 2020 to 2021, chatbot implementations skyrocketed as HigherEd embraced automation to keep up with student needs.
Chatbots Are Getting Smarter
Since 2021, chatbot technology has evolved dramatically. Instead of simple Q&A systems, institutions are now using large language model (LLM)-powered chatbots that can:
- Understand and respond in natural language
- Offer personalized student support
- Automate administrative workflows
- Integrate with student information systems (SIS) and learning management systems (LMS)
This new wave of AI chatbots is making student services more efficient while providing instant, 24/7 support. As we move into 2025 and beyond, chatbot adoption shows no signs of slowing down, with institutions continuing to explore AI for everything from enrollment to faculty support.
Breaking Down the Top Chatbots in HigherEd
Not all chatbots serve the same purpose—some focus on student engagement, while others streamline IT support or assist with admissions. Based on our data, here are the top 10 chatbots currently used in higher education, grouped by their primary function:
Student Services & Engagement Chatbots
These chatbots help students with advising, financial aid, and general support, improving retention and engagement.
- Ocelot – Specializes in financial aid, admissions, and student engagement.
- Ivy Chatbot – Automates student services across multiple departments.
- Unifyed Yoda – Supports enrollment, advising, and campus services.
- Mainstay Chatbot (AdmitHub) – Uses behavioral nudges to keep students on track.
Admissions & Recruitment Chatbots
These chatbots assist prospective students, helping with applications, deadlines, and recruitment events.
- GeckoEngage Live Chat – Helps colleges capture leads, manage events, and engage applicants.
- Text Inc’s LiveChat – Provides a direct communication line between students and admissions teams.
IT & Administrative Support Chatbots
These chatbots assist faculty, staff, and students with IT help desk tasks and administrative workflows.
- Ellucian’s VirtualAdvisor – Integrates with Ellucian SIS/ERP to provide student and admin support.
- BlackBeltHelp’s Simplify Chatbot – Focuses on IT help desk functions, including password resets.
- Microsoft Copilot – Assists faculty and students with productivity tools across Microsoft 365.
AI-Powered Learning & General Assistance Chatbots
These chatbots provide tutoring, research assistance, and broad AI-powered learning support.
- ChatGPT – Used for tutoring, content creation, and academic assistance.
What’s Next for AI in HigherEd?
With the rapid rise of LLM-powered chatbots, institutions are beginning to explore even more advanced AI applications, such as predictive analytics for student success, AI-driven academic advising, and automated grading assistants. As AI continues to evolve, chatbots will play an even bigger role in shaping the student experience.
