How is the adoption of AI transforming the education sector? 

Higher education is undergoing a profound transformation. The volume of information is exploding, administrative procedures are becoming more complex, the need for student support is growing, and both internal staff and faculty are under significant strain.

In this context, artificial intelligence (AI) is emerging as a strategic tool capable of fundamentally transforming access to information, digital service continuity, user relations, and operational efficiency.

Generative AI is no longer just an experiment; it is becoming an essential pillar of institutions’ digital transformation. 

The main challenges facing the education sector that AI can help solve

Educational institutions operate in an increasingly complex environment, characterized by a more diverse student body, a wider range of services, and high expectations regarding the quality of support.

These day-to-day operational challenges sometimes limit teams’ ability to focus on their primary mission: providing clear, consistent, and effective service. 

Artificial intelligence thus becomes a powerful tool for streamlining processes, supporting employees, and providing better access to information.

A wealth of information, but scattered across multiple platforms

Between institutional websites, student portals, digital learning environments (DLEs), educational platforms, and resource centers, information is abundant but scattered. This makes it difficult for students, prospective applicants, and even faculty members to navigate.

The use of AI makes it possible to centralize and organize this diverse set of data into a single point of entry, serving as a unified and intelligent digital service portal.

Complex academic procedures that can be difficult to understand

The key stages of a student’s academic journey (enrollment, re-enrollment, study abroad, exams, scholarships from the Ministry of Education, etc.) raise many questions.

AI can guide users step by step, making administrative procedures easier to understand and ensuring a secure user experience, all while complying with regulatory frameworks.

In-house teams overwhelmed by recurring questions

The academic affairs, communications, HR, and IT departments handle a constant stream of emails and calls on the same topics.

Beyond simply answering questions, generative AI automates many tasks, speeds up access to resources, and boosts operational efficiency. This frees up time for administrative and teaching staff to focus on what matters most: people and high-value-added support.

A need for ongoing support, beyond regular office hours

Students check on their applications in the evenings, at night, or on weekends. AI ensures 24/7 availability, providing the continuity of service that is now essential in higher education.

Significant pressure on digital services and CIOs

The growing use of digital tools is leading to an increase in support requests. With AI, IT departments can provide enhanced IT support that can answer first-level questions and streamline incident management. 

It also offers benefits for data protection: by filtering requests, AI allows experts to focus on the security of personal data and the maintenance of critical infrastructure.

How AI is transforming the experience for students, prospective applicants, and employees

The arrival of AI in higher education is not limited to a simple automated response tool. It is fundamentally transforming the use of AI and the way institutions manage their relationships with users (students, prospective applicants, faculty, and administrative staff).

By improving access to services, making information clearer, and streamlining user journeys, AI helps create a more seamless, personalized, and efficient overall experience.

Better support for prospective students

Artificial intelligence helps prospective students better understand academic programs, admission requirements, and the first steps of their academic journey. It provides reassurance, guidance, and simplifies the transition to higher education, serving as a supportive and always-available first point of contact.

A modernized student experience

By bringing together academic services, student life, resources, health services, and administrative procedures under one roof, the IA enhances the clarity and consistency of information throughout the academic journey.

This centralized digital service gives students quick access to reliable sources, thereby fostering their independence and enabling them to apply critical thinking to verified information rather than getting lost in the digital noise.

Practical support for internal teams

For administrative, HR, communications, and IT departments, generative AI enablesthe automation of simple requests, speeds up access to internal resources, and standardizes information.

It thus becomes a key tool for enhancing organizational efficiency and freeing up time for situations that require expertise and human interaction. Furthermore, when properly implemented, it ensures rigorous management of data protection and the personal data processed by departments.

AI in Education: Three Concrete Examples of Its Application in Schools 

While the benefits of artificial intelligence in education are now well established, nothing beats looking at real-world projects to gauge its actual impact.

Several pioneering institutions in higher education and the public sector have already taken the plunge with Wikit. Each in its own way, they demonstrate how generative AI can bring about lasting change in the user experience and internal operations. Here are three concrete examples.

INSA Lyon: Making it easier for prospective students to access information

INSA Lyon has launched a generative AI-powered chatbot on its website for prospective students, developed in collaboration with Wikit. The goal is to make information clearer and more accessible, and to reduce the workload on the communications and admissions teams, which are particularly busy during peak periods.

AI is capable of automatically processing vast amounts of data, enabling rapid deployment with 24/7 availability.

The tangible impact is particularly evident during enrollment periods and school open houses: the chatbot handles most of the practical questions, thereby relieving pressure on traditional communication channels.

This round-the-clock availability helps make the admissions process more transparent, while also making the institution more appealing to applicants.

University of Lyon 1: ON AIR, a virtual assistant to support students in their daily lives

Lyon 1 University faced several structural challenges: a wide range of services, difficulties navigating the campuses, and a need for support outside of regular office hours.

In light of these challenges, the institution has decided to roll out ON AIR, a virtual assistant powered by generative AI and developed in partnership with Wikit. The goal: to make it easier for students to access all resources through a unified digital service.

Available 24 hours a day, ON AIR provides instant answers and guides students. The service is available on the student portal and via a mobile app. To complement this approach, an in-person service desk has been maintained for complex situations, ensuring that human staff retain their critical thinking skills and advisory role.

The results demonstrate the success of this use of AI:

• More than 1,000 active users in just a few months;
• More than 3,400 conversations since the official launch;
• 450 downloads of the mobile app.

Working with Wikit on the rollout of the ON AIR assistant was an experience that was both professional and personal. […] Their responsiveness and people-oriented approach were major assets.

Poitiers Academy: Modernizing Customer Service with an AI Chatbot

As part of the 2025 intra-academic reassignment process (which primarily concerns teacher transfers), the Poitiers School District has partnered with Wikit to launch a chatbot on its website.

This initiative is part of the academy’s transformation plan, supported by the Ministry of Education, which aims to introduce innovative tools while ensuring data protection and the confidentiality of staff members’ personal data.

The pilot program has two objectives:

1. Simplify the process for users;
2. Enable school district administrators to focus on complex individual cases.

Available 24 hours a day through May 2, 2025, the agent provides instant responses. This hybrid model (automation + human expertise) improves both service quality and internal operations.

The results are particularly telling:

• -80% fewer phone inquiries compared to the previous year;
• -50% fewer email inquiries;
• Significant time savings for managers;
• The number of applications has remained stable, indicating that the tool streamlines the process without disrupting it.

The results have been remarkable in terms of simplifying procedures for our users and streamlining the work of the district office teams involved in intra-district transfers. The impact was immediate: we have become more efficient, and our users have benefited from improved service quality.

Building on this success, the school district is already planning to use the Wikit Semantics platform to deploy artificial intelligence in other applications.

The Strategic Benefits of AI in Higher Education

The adoption of artificial intelligence in education offers significant benefits for educational institutions, far beyond simple automation.

It works on several fronts at once:

• Modernized user experience: AI provides simplified, personalized, and consistent access to information through a unified digital service.
• Operational efficiency: It drastically reduces the number of recurring requests directed at the academic affairs, communications, and IT teams, allowing them to focus on tasks that add greater value.
• Enhanced appeal: Institutions are becoming more attractive to applicants, who benefit from a clearer and smoother process from their very first interactions with the institution.
• Data-Driven Decision-Making: AI’s ability to analyze user queries is a valuable asset. This data helps identify users’ actual needs and continuously improve the services and user journeys offered.

Conclusion

AI in education is no longer a distant promise: it is a reality in practice, adopted by pioneering institutions such as INSA Lyon, the University of Lyon 1, and the Poitiers Regional Education Authority.

It helps streamline processes, improve the student experience, support internal teams, and modernize user interactions. More broadly, it serves as a strategic tool for enhancing the appeal and performance of higher education.

At a time when the sector must balance service quality, operational efficiency, and the digital expectations of younger generations, artificial intelligence is emerging as a key pillar of this transformation. It is helping to create a more accessible, seamless, and human-centered ecosystem that benefits both students and teachers alike.

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