Smarter Knowledge Bases = Better Student Support. Here’s Why.

In an era where “doing more with less” has become a mantra for higher ed professionals, Forsyth Tech Community College is showing what’s actually possible when artificial intelligence meets intentional strategy. In the latest episode of Higher Ed Pulse, live from the Engage Summit, host Mallory Willsea sits down with Hannah Wilson, Knowledge Management and CRM Coordinator at Forsyth Tech, to discuss the hidden power behind AI chatbots, clean content, and human-in-the-loop systems.

Spoiler: the results are anything but robotic.

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Cleaning Up to Level Up

The foundation of Forsyth Tech’s AI success isn’t a flashy algorithm or expensive technology—it’s clean data.

As Hannah explains in her presentation, aptly titled “Garbage In, Garbage Out,” a chatbot is only as helpful as the knowledge base it pulls from. Through a crash course in “Knowledge Base 101,” she walks Engage attendees through the intricacies of structuring, tagging, and auditing content to ensure clarity and consistency. She even introduces a “what-not-to-do” bot named Trixie to demonstrate how misinformation spreads when data isn’t maintained.

It’s a simple principle, but one many institutions overlook: AI doesn’t fix messy content—it amplifies it.

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Blaze: A Chatbot with Real Results

Forsyth Tech’s AI chatbot, Blaze, is doing far more than just answering questions—it’s transforming workflows and outcomes.

Here’s the impact in numbers:

• 300,000+ staff minutes saved
  
  
• 80% of inquiries resolved autonomously
  
  
• 12% increase in enrollment
  
  

Blaze isn’t just reactive; it’s proactive. By analyzing chat data in real time, the team identifies gaps in their content and adapts web pages, emails, and even social messaging to meet student needs. As Hannah puts it, Blaze has become both a student concierge and a strategic feedback engine.

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Why Human Oversight Still Matters

One of the most compelling takeaways from the episode is Forsyth Tech’s commitment to a human-in-the-loop model. Every chatbot interaction is reviewed for quality, tone, and accuracy. This human oversight ensures that a panicked message sent at 2 a.m. receives the same empathy and clarity as a midday inquiry.

It’s a powerful reminder that in a world racing toward automation, the most successful AI implementations still have a human heartbeat.

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Meeting Students Where They Are (Linguistically)

Hannah shares how Forsyth Tech leverages chatbot analytics to communicate in ways that actually resonate with students—from high schoolers to adult learners. Instead of clinging to institutional jargon, the team uses student vernacular in their messaging, improving accessibility and trust.

As higher ed expands its reach to serve broader demographics, this kind of linguistic flexibility isn’t just a nice touch—it’s essential.

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Keep Experimenting

Another insight from Hannah: don’t be afraid to test, tweak, and iterate.

Whether it’s launching a separate chatbot for continuing education or adjusting permissions within the knowledge base, Forsyth Tech treats AI implementation as a dynamic process—not a one-and-done deployment. That mindset is why they’re ahead of the curve.

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Final Thought: Blaze a Trail, Don’t Just Automate

This conversation with Hannah Wilson is more than a case study—it’s a roadmap. For institutions wondering how to approach AI with limited budgets and staff, Forsyth Tech offers a scalable, smart, and student-first model.

If your team is considering a chatbot—or already has one but suspects it could be doing more—this episode of Higher Ed Pulse is essential listening.

Because when your inputs are clear, your impact can be massive.

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