The Learning Technology Advisory Committee (LTAC) of the Texas Higher Education Coordinating Board (THECB) convened on August 8, 2025, to discuss various aspects of student engagement and satisfaction with the Abbey system, a virtual advising tool used in higher education.

The meeting began with a focus on student feedback regarding the Abbey system. Brandon, a representative, reported a notably high satisfaction rate among students, attributing this success to the dedicated team of five full-time advisers. These advisers operate on flexible schedules, including evening hours, to ensure students have access to support beyond traditional office hours. However, the current schedule does not include weekend availability.

Committee members inquired about the metrics related to student interactions with the system, specifically the percentage of students who escalate their inquiries to a human adviser. While Brandon acknowledged the existence of this data, he did not have it readily available during the meeting but committed to sharing it in the future.

The discussion highlighted the importance of having human advisers available to assist students when automated responses do not meet their needs. Members emphasized the necessity of clear communication to students about how to escalate their inquiries from the chatbot to a human adviser. Brandon reassured the committee that students are informed about who they are interacting with, whether it be the virtual adviser, Abby, or a human adviser.

Additionally, the committee explored the implementation of satisfaction measures, such as thumbs up or thumbs down feedback after interactions, to gauge immediate student satisfaction. Brandon confirmed that they do measure satisfaction but did not provide specific details on how this data is collected.

In conclusion, the meeting underscored the positive reception of the Abbey system among students and the ongoing efforts to enhance user experience through human support and feedback mechanisms. The committee looks forward to receiving further data on student interactions and satisfaction levels in future discussions.