BGSU elevates student support through AI-powered texting service

Students have sent “Frieda” more than 27,500 texts since the service launched

As part of its top-ranked student experience, Bowling Green State University recently launched an AI-powered texting service for undergraduate students attending classes on the BGSU campus — adding another layer of support to the University’s comprehensive network of resources.

Students can text “Frieda” — one of the University’s beloved Falcon mascots — for immediate answers to hundreds of BGSU-related questions. Since launching, students have sent Frieda more than 27,500 texts, asking questions that range from class registration times to dining hall hours.

The implementation of this new service, which was piloted in the fall and fully launched in January 2025, is part of the University’s ongoing commitment to elevating the student experience, contributing to record enrollment, retention and student success in recent years.

Meeting students where they are

“Our goal is to meet students where they are, and this new on-demand texting service ensures they can get answers to their questions any time, day or night,” said Dr. Glenn Davis, vice president for student engagement and success at BGSU.

“Texting Frieda provides instant and relevant support, which is crucial to our broader mission of ensuring students have the knowledge and tools to succeed in their college journey.”

At the end of the Spring 2025 semester, 94% of the more than 11,500 in-person undergraduate students remained opted in to receiving the texts, and nearly half are considered actively engaged, demonstrating strong adoption rates.

“At EdSights, we work with hundreds of institutions, and BGSU stands out for its deep commitment to student success,” said Carolina Recchi, co-founder of EdSights, the company behind the software used for the text Frieda platform. “From day one, their team approached the implementation of our technology with exceptional thoughtfulness — involving cross-campus stakeholders to ensure students received real, tangible value. I had the pleasure of visiting BGSU after the rollout, and anyone who spoke with me afterward knows I couldn’t stop raving about this institution. BGSU's rare bias toward action is inspiring — I truly believe it is teams and institutions with that mindset that will ultimately push higher education forward.”

Two-way communication

In addition to answering students’ questions, Frieda sends periodic check-in texts to students throughout the semester to ask about classes, sense of belonging and interest in getting involved.

The two-way communication allows BGSU to gather data that can further enhance the student experience. For example, Frieda can inquire about a student’s level of confidence in returning for classes the following semester. 

Students who respond with uncertainty receive additional outreach from University staff, who can learn more about their challenges and direct them to additional resources.

“This service allows us to have a systemized approach to supporting students and really elevate the student experience,” said Sarah Jurden, director of student success strategies and initiatives. “Although text Frieda is still relatively new, we envision it will complement our other efforts to retain students. We’re learning more about people’s experiences so we can tailor and support them more effectively. This is another example of the University’s wrap-around approach to the care and support of our students.”

New incoming students for Fall 2025 will be enrolled in the service before the start of classes in August.

Leaders in adopting innovative technology

Text Frieda also demonstrates the University’s pioneering efforts to adopt innovative technology on its campuses.

In 2020, BGSU was the first university in Ohio to implement Starship Technology, which allows users to have food delivered using 100% electric robots. The University deployed an autonomous floor-scrubbing robot in 2023 to increase cleanliness and campus health while enhancing employee experiences.

BGSU was among the first universities in the country in 2024 to introduce Amazon Just Walk Out technology, which allows shoppers to check out at a campus market without waiting in line. BGSU was also the first university in the country in 2024 to accept mobile driver’s licenses for age verification at BG Athletics venues.