July | 2020
As of July 2020, the COVID-19 pandemic has led to the closure of schools and colleges in 143 countries, affecting more than 1.18 billion students.
Lockdown of schools, colleges and universities has disrupted learning and academic assessments, forcing the institutes to look for alternative ways and means to maintain learning continuity. However, these alternate quick fixes are just interim solutions. The new normal during and post COVID will demand adoption and deployment of virtual learning methods that are faster, easier and accessible to every student without the need to be physical present for inquiries, enrollments, classroom trainings, assignments and assessments. Along with immersive learning experience, it will also mandate future-ready student and staff, and a digital framework that helps strategic outcomes across services and operations.
The pandemic-induced challenges
The global education crisis due to the pandemic has impacted the student community and the education industry in an unprecedented manner. Along with the closure of many educational institutes, the industry is dealing with immediate challenges like:
How to navigate disruption
The situation demands a relook at the education sector, and makes adoption and deployment of innovative ways to deliver right outcomes essential.
To navigate the disruption, the industry needs to
To improve stakeholder experience, increase efficiency and offer courses in demand, the industry should leverage analytics along with digital Interventions like Natural Language Processing, Artificial Intelligence, Reasoning and Machine Learning for enabling data-driven decisions.
AI chat bots, self-service enablement and Cognitive OCR will help address student and faculty queries, and provide assistance in online enrollment and documentation.
The need for digitalization
Just like other industries, Education has changed overnight due to the Coronavirus-driven lockdown. The new normal will not just be about operating in an environment that secures the health of students; it will be a mix of online and in-person classes that act as a support system to students.
This will require driving digitalization across 2 main areas:
Any transformation or change is a challenge. It is not easy to move away from comfortable approaches and adopt new and unknown methods. But the new normal post COVID makes digital transformation a necessity. It will not only help education continuity and accessibility, but also empower students with the ability to learn anywhere and anytime without compromising on the quality of learning under any adverse situation.
Urmila Chauhan
Manager – New Age, Media and Education, Digital Operations & Platforms, Wipro
Urmila has over 16 years of experience in the BPO industry handling various portfolios like Service Delivery, Operations, Project Management, Training and Quality Assurance across Travel, Transportation, Logistics, Telecom, Media, and Education. Urmila has been extensively involved in new age media and education pre-sales efforts, addressing industry challenges, and crafting customized solutions for the rapidly changing business landscape.
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