AI Applications in the New Frontier of Process Improvement

Universities are increasingly leveraging AI and automation to enhance process improvement by streamlining functions and processing large amounts of data. Though the possibilities seem endless, AI is particularly useful for automating time-consuming tasks within a process, democratizing knowledge to process users, and navigating informational or procedural roadblocks.

However, AI is not a comprehensive solution to all process-related woes, and some inefficient processes may yield greater benefits from other technological or non-technology solutions. Further, processes that benefit from AI usage still require human oversight; therefore, institutions may want to avoid applying AI to navigate processes from start to finish or to handle proprietary and sensitive information. Failure to do so can lead to considerable security risks or employee skills gaps.

When deciding whether to utilize AI for process improvement efforts, EAB recommends starting with one straightforward question: “Where do processes tend to break down?”

Read on to learn how to surmount common process improvement roadblocks with AI and automation.

1. Automate simple and mundane tasks

“Is this the best use of my time?” How to use AI when simple tasks get in the way

One of AI’s most proven uses is to automate simple, time-consuming tasks, thereby freeing up staff time to address more complex aspects of a process. Tasks requiring low cognitive load and high time commitment can delay processes and impair departments’ ability to address higher-order responsibilities.

For example, some information technology departments employ AI to smooth out service pipeline inefficiencies, particularly at the beginning of the service process. The University of South Florida (USF) uses AI to log, categorize, and prioritize service tickets expediently. Similarly, Purdue University uses AI to aid in its marketing toward prospective applicants.

Institutions have also used AI solutions to support student services departments. Student recruitment, registration, and billing tasks may limit already overburdened administrative staff’s ability to address more complex needs. For example, Johns Hopkins University (JHU) uses AI to streamline its student service departments’ workflows.

2. Standardize processes

“What do we do, again?” How to use AI when processes become disorganized

The nature of human-led, decentralized departments leads to departures from standard operating procedures over time. When numerous people conduct the same processes, miscommunication can lead to process complications, causing them to slowly become unstandardized. AI resources can democratize knowledge and ensure that processes have the same workflow and outcomes, regardless of the employee. Though institutions should optimize processes before introducing AI, this technology can ensure process consistency.

For instance, some universities have developed AI tools to aid in the processing of transfer students, ensuring a smoother and more straightforward intake process. The transfer student intake process is susceptible to non-standardization, as it requires both consistency between advisors and a working knowledge of internal and external course catalogues. Arizona State University (ASU) and University of California, Berkeley have developed AI-powered networks to ensure consistency of knowledge among both advisors and transfer students.

3. Clarify next steps in a process

“Can you point me in the right direction?” How to use AI when the next steps are unclear

A key advantage of a standardized process is the clarity in activities, but campus needs are rarely so transparent. AI tools can aid campus community members in getting “unstuck” in uncertainty, allowing them to continue their process workflows. For example, employees may struggle to determine the next steps in their processes from available information, despite processes being well-defined. AI technology can bridge this gap by guiding students, faculty, and staff members as they navigate an ongoing process.

Take, for example, the University of California San Diego, which developed robust AI assistants to help university members navigate various organizational policies and procedural hurdles. These programs break down university policies, summarize documents, and develop tailored content.

Using AI to streamline campus processes

Though AI is an increasingly popular and rapidly expanding technology, it is not a catch-all process improvement solution. However, when utilized appropriately to support process improvement efforts, AI can streamline time-consuming, complex, or unclear processes.

Employing AI technology to support university processes will maximize institutional efficiency and effectiveness if process directors exercise due diligence and perform careful evaluations. For additional information about process improvement or AI-related considerations and potential use cases, please visit EAB’s AI Applications Compendium.