While automation can certainly be revolutionary to university processes, it should not be seen as a silver bullet solution to all the operational challenges that institutions face. In fact, there are certain processes that should never be automated because a human presence can be far more valuable. Although there are many aspects of the student experience that can be automated, it is vital that students are able to communicate with university staff when they need to. For example, if a student is having a problem with their loan, or there is an issue with their accommodation that may be causing them distress, speaking to a human worker can be far more reassuring and helpful than simply relaying their concerns to a digital assistant that cannot comprehend the problems they are facing on an emotional level.
