New research shows that higher ed students are eager for AI assistance in admissions, campus support, coursework, and beyond. Administrators are also welcoming AI agents to enhance student support and address burnout.

Applying to college can be time-consuming and challenging. In fact, in a new survey of more than 500 students and 200 administrators in higher ed, Salesforce found that half of the students polled reported feeling overwhelmed by the process. At the same time, challenges — like a lack of clarity around financial aid options, slow communications, and complex processes — are deterring many students from applying altogether. Students are also looking for a greater level of support once they make it on campus — with 63% stating they wished they had access to 24/7 assistance. 

For their part, higher ed staff, faculty, and administrators are doing their best to address student concerns. But they face their own set of challenges, from limited resources to workforce shortages. As a result, higher ed employees are experiencing high levels of burnout. In fact, the study found that more than half of school administrators feel burnt out multiple times every month..

Still, students, faculty, and administrators are optimistic AI agents could solve many of these issues. In fact, 77% of students reported they would use AI agents to help with school processes, and 83% of administrators said they would welcome AI agent support in their roles. Higher ed leaders are also seeing the potential and are starting to turn to AI agents to better support their students and staff. 

Why it matters: This year, the United States will hit the long-predicted (and dreaded) ‘demographic cliff’ — where a decline in birth rates since the Great Recession will lead to a sharp drop in the number of college-aged students. This enrollment cliff won’t just affect universities already struggling to attract students but the broader economy as well. Fewer college students means fewer skilled workers entering the job market. With Salesforce’s research finding 25% of students question the value of their degrees, colleges and universities must provide personalized, timely, and holistic support from admissions through to graduation and beyond. 

“AI agents offer an incredible opportunity for institutions to scale student support and engagement in a way that will enable them to increase enrollment and retention. Deeply knowledgeable, contextually aware AI agents that are grounded in an institution’s unique data are able to provide students with 24/7 personalized support from the moment they first engage with an institution. AI agents will also assist faculty and staff, helping to take on administrative burdens, so they can focus on what matters most – creating meaningful student experiences and driving lasting impact.” – Margo Martinez, VP & GM of Education, Salesforce

Deeply knowledgeable, contextually aware AI agents that are grounded in an institution’s unique data are able to provide students with 24/7 personalized support from the moment they first engage with an institution.

Margo Martinez, VP & GM of Education, Salesforce

By the numbers: In the new survey of more than 700 students and administrators in higher education, Salesforce explored the frustrations they face and perceptions about how AI agents can improve their experiences. Among the findings: 

The admissions process can be overwhelming for students — but more timely, streamlined assistance could encourage more applicants

• Half of students report they felt overwhelmed by the application process. 
• 62% of students feel they’d benefit from improved assistance during admissions.

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• 52% of students would be more likely to apply to a school if it were easier to find information on the school’s websites and digital channels.
• Nearly half (46%) would be more likely to apply to a school if the admissions process were more personalized and the wait times were shorter between applying and acceptance.

Students and administrators see potential in AI agents to address a variety of challenges on campus

• 77% of students would use AI agents to help with school processes.
  • 60% would interact with an AI agent if it provided timely and accurate responses. 
• Nearly half of students are excited about the prospect of having an AI agent help them with coursework.
  • In fact, AI supports one-fourth of students’ workload already.
• 83% of school admins expressed that they’d welcome AI agent support in their roles.

Providing around-the-clock student support — an impossible task for most administrators — is a clear opportunity for AI agents to get involved

• 56% of students report not having 24/7 access to answers for common questions, while 63% wish they did.
• Nearly half of students say it can take up to a week to hear back from school admins on inquiries. 
• One-third of students don’t even contact their school admins with inquiries because they don’t anticipate getting the help they need.

This is good news for administrators who are already stretched too thin

• Over one-third (35%) of school administrators find themselves unable to provide timely support to students due to the burden of administrative tasks.
  • One-third are prevented from offering personalized support for the same reason. 
• One-third experience burnout at least once a week.
• Only 27% of administrator time is spent on direct student support.

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• Staying current with evolving policies, such as governmental orders, adds another layer of complexity, with 57% of administrators expressing a need for support in this area.

What institutions are saying: “AI agents offer an incredible opportunity to improve student support,” said Dr. Melik Peter Khoury, President & CEO of Unity Environmental University. “With Una as the first step in our partnership with Salesforce, spanning student engagement from prospect to planned giving, we’re ushering in a new era of personalized support. Powered by Agentforce, Una can guide students through applications, match them with programs, and in the future, help with tasks like financial aid and interview prep. By having Una support these tasks, our team can focus on deeper connections, revolutionizing our digital workforce and delivering the ultimate student experience.”

Learn more about how AI is transforming different industries: Salesforce’s newest Agentic AI Snapshot Research Series found an appetite for agentic AI is building across industries. Constituents, consumers, developers, healthcare workers, drivers, and others are eager for AI agents to solve some of their biggest frustrations.

Go deeper:

• Discover how Unity Environmental University is using AI agents to improve student and staff experiences
• Learn about Salesforce Education Cloud 
• Learn about Salesforce’s new Agents for Impact Accelerator
  

Salesforce, in partnership with YouGov, surveyed 519 students and 207 administrators in higher education from February 5 through February 20, 2025. The survey was double-blind and anonymous.