Speakers
Presentation
As universities navigate the impact of AI, many are caught between enthusiasm and concern balancing innovation with ethics, quality, and the role of human support. This session offers a practical and balanced perspective grounded in real implementation.
Drawing on the University of London’s experience of supporting 40,000+ students across 180+ countries, this session by Dr. Sandra Tury will detail how an AI library chatbot was introduced not as a trend or cost-saving measure, but as a solution to a clear problem: delivering timely, equitable support across global time zones.
Dr Sandra will demonstrate how a focused, knowledge-based approach enables 24/7 support for routine enquiries while maintaining specialist staff involvement for more complex needs. The session will also explore both the benefits and limitations of an AI chat, and what it takes to implement it responsibly in practice.
Whether your students are on campus or studying globally, you will leave with practical ideas of using AI to improve student support. Delegates will gain insights into defining purpose, managing risk, and ensuring that AI complements-not replaces-staff.
Dr Sandra Tury is Associate Director for Online Library Services at the University of London, where she has led the development of the University’s Online Library since 2005, supporting a global community of over 40,000 distance learners across 190+ countries (https://www.london.ac.uk/about/facts-figures).
She has played a key role in developing scalable online library services, including the implementation of an AI-powered chatbot to extend support beyond staffed hours. Her work focuses on improving access for remote learners, embedding information literacy in online environments, and ensuring that AI enhances—rather than replaces—librarian expertise.
Dr Tury has also served as a tutor on multiple distance-learning programmes for over a decade, including the MSc in Information Security, giving her insight into the wider academic and digital challenges faced by online learners.