Engaging, connecting, and taking action: How Crisp is transforming the CFANS student experience

As incoming freshmen and transfer students gather on September 3 for CFANS College Day — celebrating the start of a new academic journey before classes begin on September 8 — they will enter a college community dedicated to responding to their needs from day one. At the heart of that effort is Crisp, CFANS’s behaviorally smart SMS chatbot, designed to check in, connect, and ensure every student feels supported throughout their time at the University of Minnesota.

While Crisp operates around the clock through text messages, it isn't just an algorithm running on autopilot. Behind every automated nudge, resource connection, and survey question is a dedicated network of University staff, advisors, and administrators actively listening, analyzing, and stepping in whenever a personal touch is needed.

Recent results from Crisp’s Student Voice Score show that it’s not just an automated tool — it’s actively working for CFANS students.

High engagement and timely support

Reaching students directly via text message, Crisp proactively checks in on key drivers of student retention, engagement, and degree completion and answers student-initiated questions 24/7. Over the past year, CFANS students sent more than 4,400 texts, with an impressive 57% active engagement rate.

Through proactive check-ins, Crisp reached 84% of students, generating 713 automatic resource connections and flagging 200 students for personalized staff follow-up. Crisp is also equipped to translate everyday student vernacular into exact institutional support. When a student texts "I'm feeling sick," Crisp instantly points them toward Boynton Health.

Key connections over the past year included:

• Financial wellness: Students facing financial stress were connected to resources like One Stop Student Services.
• Health and well-being: Students indicating poor health or emotional stress received direct referrals to counseling services, Boynton Health, and CFANS Wellness Navigator Rose Simon.
• Academic guidance: Students worried about coursework were routed to Academic Success Coaching and Academic Advising.
• Everyday knowledge: Crisp answered 236 student-initiated questions spanning financial aid, billing, housing, academics, and international student services.

These interactions helped CFANS achieve a Student Voice Score of 40 — significantly higher than average benchmarks across public 4-year institutions (26) and industry peers (30). 

Tailoring touchpoints to every journey

Crisp delivers custom touchpoints that meet students exactly where they are in their college journey:

• Registration support: Proactive outreach to students who haven't registered for upcoming classes, sharing helpful guidance to keep them on track.
• International and commuter support: Targeted check-ins for international students navigating campus life and commuter students managing campus transitions.
• Community building: Invitations to events like "Food that Feeds the World: Rice Edition," encouraging students to connect through culture and food.

From student feedback to real action

Feedback gathered through Crisp paints a vivid picture of student life. CFANS students express deep appreciation for their community, with comments such as:

“I love the overall high quality education and sense of community that CFANS fosters.”

“The classmates are welcoming, the professors are engaged and committed to students’ success, and the advisors are helpful and accessible.”

However, student feedback through Crisp also reveals honest barriers and areas for improvement. Some students noted that while instruction is excellent, they desire expanded coursework options or feel that campus physical spaces need attention:

“I love the people and all the opportunities! However, the St. Paul campus does feel neglected, and the buildings can be hard to work in.”

Hearing these honest assessments is where Crisp’s true value lies. CFANS leadership uses this data to drive meaningful changes.

"Through Crisp, we're taking what we learn from students to truly understand what they are saying and needing," said Assistant Dean for Student Services and International Programs Hal DeLaRosby. "That insight allows us to prioritize next steps that will create the greatest impact for students, and take action by making changes that are meaningful and visible in their daily lives."

Revitalizing the St. Paul campus

Student input gathered through tools like Crisp aligns directly with major initiatives taking shape on campus. The University of Minnesota has committed to a major transformation of the St. Paul campus, anchored by a new campus center.

Supported by state bonding funds, this project will integrate a modernized student center with a unified campus library, state-of-the-art study areas, expanded health services, updated dining options, and vibrant social spaces. It represents a broader University-level commitment to ensuring the St. Paul campus reflects the world-class research, community, and learning happening here every day.

As CFANS prepares to welcome students on College Day and launch the new academic year on September 8, Crisp remains on call 24/7 — listening, connecting, and helping CFANS build a stronger campus experience together.