Let’s face it, student engagement isn’t what it used to be. Today’s prospective students don’t wait around for email responses or phone callbacks. They expect answers now, on their terms, on the platforms they already use. And as enrollment teams stretch themselves thin trying to keep up, many are turning to AI chatbots to help carry the load.
But here’s the catch: not all chatbots are built the same. Some feel clunky and robotic. Others aren’t designed for higher ed at all. So if you’re thinking about bringing one on board, how do you make sure it’s the right fit?
Start with the “Why”
Before diving into features and pricing, take a step back. What’s the actual problem you’re trying to solve?
- Are your counselors and admissions managers bogged down with repetitive questions?
- Are prospective students dropping off because they aren’t getting timely responses?
- Are you missing opportunities to engage outside office hours?
Your “why” will shape what kind of chatbot you need, and how you measure its success.
Choose a bot that gets the student mindset
This part is often overlooked. Students don’t communicate like businesses do, and your chatbot shouldn’t either. A good AI chatbot for student engagement should:
- Understand natural, conversational language (including typos and abbreviations)
- Know the difference between “How do I apply?” and “Is financial aid available?”
- Recognize where the student is in their journey — and respond accordingly
If it’s only capable of basic keyword matching, it’s probably going to frustrate more students than it helps.
Integration is non-negotiable
Here’s something we learned the hard way: a chatbot that doesn’t “talk” to your CRM or SIS is basically just a fancy FAQ page. You’ll want a bot that can:
- Pull in real-time data (like application status or deadlines)
- Update your CRM based on conversations
- Trigger actions like reminders or counselor follow-ups, without manual work
Because the magic isn’t just in answering questions, it’s in using those interactions to move students forward in their journey.
Make sure your team can actually use it
Your admissions or marketing team shouldn’t need to call IT every time they want to tweak a message or update a flow. Look for:
- A simple, visual dashboard where non-technical folks can make updates
- The ability to customize conversations based on student type (UG, PG, international, etc.)
- Pre-built templates or logic flows that you can adapt quickly
If the tool isn’t flexible, it’ll end up sitting on the shelf, and no one wants another unused login.
Don’t forget about the student experience
At the end of the day, this is about people. Will students actually want to use your chatbot? Here’s what makes the difference:
- It feels friendly, not robotic
- It works well on mobile
- It doesn’t make students repeat themselves
- And it knows when to pass the baton to a real human
Try it yourself. Put yourself in the shoes of a 17-year-old exploring your site on a phone. If the experience doesn’t feel smooth, it’s back to the drawing board.
Bonus: Can it grow with you?
Maybe today you just want help answering basic questions. But what about next year?
- Do you want to use it for fee reminders or orientation details?
- Could it support current students too, not just applicants?
- Can it connect across channels like WhatsApp, your app, or email?
Your chatbot should be able to scale with your ambitions, not limit them.
Enter Niaa, a purpose-built education chatbot
We built Niaa at Meritto after hearing the same things from dozens of institutions:
“We’re drowning in inquiries.”
“Our counselors are overwhelmed.”
“Students disappear if we don’t respond fast enough.”
Niaa is an AI-powered chatbot built for educational organizations. That means:
- It speaks the language of students and admissions teams
- It integrates seamlessly with your Meritto CRM (and plays nice with others too)
- It works across web, WhatsApp, and more — 24/7
- And best of all, your team can manage it without needing a computer science degree
There’s a lot of noise around AI right now, and it’s easy to get caught up in the hype. But at its core, choosing the right AI chatbot for student engagement isn’t about flashy features. It’s about finding a tool that helps your team respond faster, engage better, and support students more personally.
Pick the one that works for your people, both on your team and in your applicant pool. And if you’re not sure where to start, we’re happy to help. Schedule a personalized demo today.
