3 ways colleges are using technology to help students borrow less

From using AI to revamping old-fashioned processes, higher ed is using technology to help students make better informed borrowing decisions

Last month, a group of six senators introduced a bill designed to help prevent unnecessary student loan debt by encouraging greater transparency. The “Know Before You Owe Act” would, among other features, require colleges to counsel students on financial aid before they agree to expensive student loans.

And with good reason. The obligations of some 43 million student borrowers now exceed $1.3 trillion, having long ago surpassed credit card debt as the country’s second biggest source of personal debt. It’s a challenge that stems from the rising cost of higher education, but it’s exacerbated by the complexity of an aid system that puts a heavy burden on financial aid staff and can leave students and families guessing about the real cost of college.

Research suggests that one in five student-loan holders does not understand the terms of his or her loan, and about half of students can’t accurately identify the cost of their first year of college within $5,000. Brookings estimates that more than half of first-year students seriously underestimate how much they actually borrowed. And that lack of understanding can lead to overborrowing at critical points in a student’s higher-ed journey.

But as policy makers wrestle with the politics of reform, a growing number of institutions are tapping the potential of technology to create a process that’s more intuitive and transparent. They’re taking steps to help students make better-informed decisions and drive down borrowing. Here’s how these institutions are using technology to help students borrow less.

1. AI and machine learning automate drudgery
Important but monotonous tasks like chasing students down for financial-aid documents or sending and processing countless forms mean financial aid officials spend much of their time on routine, behind-the-scenes work. That means less time for important one-on-one conversations about the aid process.

Many of the more mundane tasks can be automated with the advent of natural language processing, artificial intelligence, and machine learning. Responding to routine student questions, for example, can be automated through the use of artificially intelligent chatbots. Such chatbots are already in use at Georgia State and Arizona State universities. The technology is meeting a real need: Georgia State University’s chatbot, “Pounce,” answered more than 200,000 questions during a three-month period.
AI won’t replace the critical interpersonal connections, but with digital support for routine inquiries, administrators have more time to invest in personalized counseling and advising. They can deploy time and tools to help students discover grants and scholarships.

2. Going mobile streamlines the process
Helping students make informed decisions begins with giving them the right information at the right time, and in the right format. For today’s students, that means their phones and other mobile devices. Today’s students spend four hours a day on their mobile devices, and more than three-quarters of students say they would like to receive relevant information from their colleges through text messages.

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