Speakers
Presentation
This session explores how Sheffield Hallam University implemented an AI-powered chatbot to support student enquiries. One year on, they'll reflect on the decision-making process that led to the implementation, outline their new governance structures, and break down their risk-management strategies, particularly around handling sensitive disclosures that come with utilising AI to support students. Expect to learn how AI has been deployed across the institution, and delegates will hear about the challenges and wins from implementing the new process.
Helen Tompkin is Head of Hallam Help and Accommodation Services at Sheffield Hallam University, leading a cross-university support model that responds to over 200,000 student enquiries annually across multiple channels. With 24 years of experience at Hallam in both central and academic-aligned roles, Helen has developed expertise in empowering people, pastoral support, and driving change.
She currently oversees the design and delivery of frontline services, using knowledge management, data, and emerging AI technologies to gain insights into student needs and enhance service accessibility. Helen leads a team of around 50 staff, ensuring high-quality, student-centred support aligned with industry standards for a diverse student community.
Her professional interests include creating inclusive services, embracing digital transformation to improve retention and attainment, and leveraging technology for early intervention strategies. Helen recently completed an MBA focused on evaluating the role of artificial intelligence in supporting student success.