Artificial Intelligence (AI) is quietly transforming how student support is delivered in online education. What used to rely heavily on human advisors is now complemented – or in some cases, driven – by virtual assistants, data-powered dashboards, and adaptive learning environments.
From answering questions at midnight to flagging students at risk of dropping out, AI is becoming the invisible yet powerful backbone of student services. For distance learners – especially those in remote, underserved, or time-strapped situations – this shift can mean the difference between struggling alone and thriving with timely support.
This article explores the current landscape of AI in online education, with a focus on how it’s reshaping student support systems globally and in South Africa. We’ll also examine the benefits, ethical challenges, and how institutions can balance tech with the human touch.
What AI in Education Looks Like Today
AI in education isn’t some far-off futuristic idea. It’s already here and woven into the digital learning tools many students use. Some of the most common applications include:
- Learning Management Systems (LMSs) enhanced with analytics (e.g., Canvas, Moodle with IntelliBoard)
- Automated essay grading and feedback tools
- Adaptive learning platforms that personalise content based on learner progress
- AI-driven enrolment advisors that guide students through onboarding
Current AI Applications in Education
Market Growth and Projections
The AI in education market reached USD 4.8 billion in 2024 and is projected to reach USD 75.1 billion by 2033, growing at a CAGR of 34.03%. Over 60% of educational institutions worldwide are projected to adopt some form of AI technology by 2025, with global investment in AI-driven educational technologies anticipated to exceed USD 10 billion annually.
South Africa's Move Toward Smart Learning
Current State of AI Adoption
South African institutions are cautiously embracing AI, though AI remains largely unregulated in South Africa, with existing legislation regulating some activities conducted by organizations using AI. This situation is worsened by the fact that South Africa has no legislation or regulatory framework to govern the use of AI, leaving reliance on regulations such as the Protection of Personal Information Act (POPIA).
Institutional Developments
The University of South Africa (UNISA), one of the continent’s largest distance learning providers, has been exploring AI-powered support tools to manage student queries during high-volume periods like registration. These implementations mark early but significant steps toward integrating AI in online education within the local context.
AI-Powered Student Support Systems
Chatbots and Virtual Assistants
AI-powered chatbots are increasingly being used to provide immediate, 24/7 responses to student queries. One widely cited case is Georgia State University’s chatbot, Pounce, which reduced “summer melt” by 21.4% by responding to thousands of student questions automatically.
Learning Analytics and Predictive Modeling
Learning analytics is another critical component of AI in online education. These tools track user behaviour—like time spent on tasks, login frequency, or assessment results and can flag early warning signs of disengagement. AI then recommends interventions, whether that’s automated reminders, adaptive resources, or alerts sent to academic advisors.
Globally, platforms like Civitas Learning and Coursera use such predictive modelling to personalise support. While South African higher education is still scaling up such systems, early adoption among distance learning providers suggests strong future potential.
Benefits of AI for Distance Learners
1. 24/7 Access to Support
For part-time students, working adults, and those in different time zones, AI enables support outside of traditional office hours. This is especially useful for learners who study in the evenings or on weekends.
2. Personalised Learning Paths
AI adapts content delivery based on a student’s performance and engagement. This helps address different learning speeds, especially in South Africa, where students come from varied schooling systems and levels of academic preparation.
3. Faster Administrative Support
Whether it’s registration issues or assignment deadlines, AI chatbots help streamline repetitive support functions – reducing waiting time for human advisors.
4. Enhanced Accessibility
AI technologies such as real-time subtitles, language translation, and text-to-speech expand learning access for students with disabilities and those studying in English as a second language – important in South Africa’s multilingual environment.
5. Improved Retention Rates
Predictive analytics help institutions identify students at risk of dropping out and intervene early, improving course completion rates – a challenge in many online and distance programmes.
Ethical and Practical Concerns With AI Tools
Data Privacy and POPIA Compliance
POPIA’s ultimate goal is to protect personal information, covering details about identifiable living people including race, age, mental health, sexual orientation, marital status, social origin, and biometric data. For educational institutions implementing AI systems, this means:
Understanding POPIA Requirements
Practical POPIA Compliance Steps for Educational Institutions:
- Collect consent for personal information processing under POPIA unless you have another legal basis for it
- Ensure consent is voluntary, meaning users give consent free of conditioning and by unambiguous action
- Provide informed consent, meaning you must inform users about data collection and processing
- Use encryption, firewalls, and access controls to protect sensitive data
- Develop a data breach response plan, including procedures for notifying the Information Regulator and affected individuals
- Limit data processing and collection to its specific purpose, obtain consent before collection, and inform individuals that their sensitive data was collected
- Ensure that collected data is accurate and facilitate access to personal information
Algorithmic Bias
AI systems may reproduce or amplify existing inequalities if trained on biased datasets. For example, students from under-resourced schools may be flagged unfairly as “at risk” based on activity levels influenced by poor internet access, not lack of ability.
Cost and Infrastructure Barriers
Many South African institutions may struggle to afford or maintain advanced AI systems. Budget constraints, skills shortages, and uneven infrastructure remain barriers to widespread AI adoption.
The Human Connection Challenge
AI lacks emotional intelligence. Students navigating stress, grief, or mental health challenges may find automated support insufficient. Human mentorship, empathy, and relationship-building remain vital in education.
Balancing Human Touch and Technology
The Hybrid Approach
Rather than replacing educators, AI should empower them. Here’s how the ideal model looks:
- Chatbots handle frequently asked questions; human staff handle academic counselling
- AI detects disengagement; a human advisor follows up with a personalised message or call
- Adaptive tools suggest learning materials; teachers interpret and contextualise them
Supporting Human Educators
AI should free educators to teach critical thinking, creativity, and emotional intelligence – the skills AI can’t replicate. In South Africa, where student-teacher ratios can be high and access uneven, this kind of collaboration between human insight and machine efficiency could be transformative.
Implementation Timeline for South African Institutions
- Conduct POPIA compliance audit
- Implement basic chatbot for FAQ support
- Establish data governance framework
- Train staff on AI basics
- Deploy learning analytics tools
- Integrate AI with existing LMS
- Develop predictive models for student success
- Expand chatbot capabilities
- Implement adaptive learning platforms
- Advanced predictive analytics
- Personalized intervention systems
- Continuous improvement based on data insights
- Advanced AI applications
- Cross-institutional data sharing (with privacy compliance)
- Research and development partnerships
- Full ecosystem integration
AI in online education is not just a convenience – it’s a game-changer for how institutions can scale, personalize, and support the student journey. For distance learners, it means better access, faster help, and smarter learning paths.
In South Africa, adoption is still at an early stage. But with targeted investment, proper POPIA compliance, and thoughtful implementation, AI could help close long-standing equity gaps, especially when paired with strong data governance, ethical oversight, and meaningful human interaction.
Institutions that embrace AI in online education responsibly will not only enhance student success but help shape a more inclusive and effective learning environment for the future.
Also Read: Understanding Why Students Quit Distance Learning and How to Prevent It
Author: Dylan Florence
Published on 13 July 2025