How do today’s students experience support in higher education—and what role could AI play in the future? This new report from WGU Labs, based on surveys of nearly 1,000 students and in-depth interviews derived from the Student Insights Council, highlights the barriers learners face, the critical role of mentors, and students’ openness to AI-powered support.
Key findings include:
- Nearly 80% of students know about support services, but fewer than 10% use them.
- Two in three students hear about support primarily through mentors.
- 35% want support that is more proactive, accessible, and tailored.
- While 81% are open to AI-powered support, most want to preserve strong human connections.
This research offers actionable recommendations for designing equitable, student-centered support systems that balance technology with meaningful mentorship.
