“Ping!” your phone goes off, but it’s not just any regular message. Instead, it’s the new AI system from Whitworth University—PatchChat—ready to help you with everything from campus events to questions about services. Students can now text with PatchChat and get quick answers from none other than Patches, the university’s pirate parrot mascot.
This AI Chatbot is provided through the company EDSights, which seeks to provide student engagement, support, and real-time feedback all on one platform. The program is used by 204 schools, including Johns Hopkins and Pacific Lutheran University. On average, the program claims to increase retention by about 4%.
Tim Caldwell, assistant vice president for student retention, brought this idea when he started his position in the fall as he was looking for resources that would increase retention.
“I first looked at what are things that cause our students not to retain, and those are academic, health, and financial issues,” said Caldwell. “And then I looked for a tool that might help those areas.”
On Wednesday, Feb. 12, all undergraduate students received their first text from Patches explaining his role as an AI bot. Students were also entered into a drawing for a $20 Amazon gift card if they responded to Patches.
“I’m here to support you,” said the text. “I will check in once in a while to see how things are going and text you helpful resources.”
Patches is meant to connect students to resources. For example, if a student were to text Patches that they were considering dropping out, Tim Caldwell and Student Success Services would be notified. Or if a student were to say they were feeling depressed, counseling services would be notified, and they would reach out to the student.
“Some were concerned that Whitworth might lose its personal touch, and I would say this allows us to have better access and tools to be able to help more students in a personal way,” said Caldwell. “It might seem counterintuitive, but this actually helps us work smarter, not harder, right?”
Concerns from students quickly arose about data privacy.
“Whitworth owns all the data,” said Caldwell. “Ed sites does not own the data and cannot do anything with the data without our permission.”
However, it is important for students to understand that PatchChat is not confidential.
“I blocked it as soon as I got the first message,” said Lyra Cupala, a senior theatre major. “I don’t see how a chatbot actually relates to student retention or how it helps students feel connected and like the people around them care about them.”
Cupala is one of many students who have concerns about the effectiveness of PatchChat and if it has a place at Whitworth University, which has always strived for a relational experience.
“I don’t think that AI should be incorporated into any area of life more than it needs to be,” said Jack Ireton, a junior and environmental science major. “It’s a tool just like any other technology, and it can be helpful, but I don’t think it should be incorporated into any social aspect.”
Whitworth has already committed to a three-year agreement with the program and will decide whether or not to reinstate the program at the end of the term.
