“We found administrative things we could do better,” Santiago-Gonzalez recalls. The student success team launched an interactive campaign led by Billy Chat, asking students to respond to a series of questions on why they were not registering. The school’s chat bot guide to help students through the re-enrollment process also helped administrators determine what problems students were encountering so that they could develop solutions. Santiago-Gonzalez, assistant vice president of strategic initiatives for student success, says an artificial intelligence texting robot, “Billy Chat,” came to the rescue. Cecilia Santiago-Gonzalez, “had the hard job of figuring out why students weren’t re-enrolling.” Jessica WagonerWagoner adds that her colleague, Dr. "We were able to regain those students, but it was not easy.” “We were looking at possibly one of the worst retention rates we had seen in a while," says Wagoner.
It was a drop that we had to double-check our numbers,” says Jessica Wagoner, senior associate vice president of enrollment management and services at Cal Poly Pomona. “All of a sudden, when we were looking at our projections, we were at 80 percent of our goal. In spring 2021, they were reviewing the latest enrollment data and were taken aback.
Two administrators at Cal Poly Pomona recalled the impact of COVID-19 on enrollment and retention at their institution in a recent Zoom call with Diverse.
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