Technology’s greatest potential in education isn’t just about access. It’s about connection.
In collaboration with Tariq Alinur, founder and CEO of BrainCX, I’ve spent the past year exploring how conversational AI can reimagine how institutions engage with students, particularly adult learners managing the complex intersection of work, family, and school. This work led to a conversation with Peter Smith, a national voice in higher education and author of the forthcoming book The Learning Revolution: Ending Knowledge Discrimination, about how we might design digital systems that don’t just scale support but make it feel human.
The Disconnected Online Learner
One of the insights from our conversation was Peter’s thesis that online learners face a distinct disadvantage. On-campus students have a sense of place, they know where to go for support: the library, the advising center, the financial aid office. That spatial clarity reinforces belonging. In contrast, online students often feel isolated and disconnected, unsure of where to turn for help or how to access the services they need. This lack of an “educational common ground” leaves them at a disadvantage, as they cannot physically point to the support structures that are crucial for their success.
Creating a Digital “Common Ground”
Technology is now capable of offering students something closer to that physical sense of support, if designed with care. By using conversational AI and voice-first tools, we can engage students in a way that feels intuitive, responsive, and human.
Rather than navigating clunky portals or being trapped in frustrating call trees, students can receive guidance that adapts in real time to their needs and context. This kind of system doesn’t just reduce friction, it creates presence, reinforcing the idea that someone, or something, is there to help them navigate.
“If designed with care, conversational AI can become more than a tool. It can be a kind of connective tissue between student and institution.”
Financial Aid: A High-Stakes Use Case
One area where this kind of support is especially needed is financial aid. The rules are complex, the process is high-stakes, and the anxiety is real. The advantage of AI in this context lies in its ability to excel within rule-based environments. While financial aid is indeed complex, much of the process is governed by rules and structured workflows.
