For first-generation college students, navigating higher education often means confronting an invisible barrier: the hidden curriculum. From deciphering institutional jargon to knowing exactly when and where to ask for help, the complexities of university life can quickly lead to feelings of isolation and disconnection.
At the University of Texas at San Antonio (UTSA)—an R1, Hispanic-Serving Institution (HSI) serving over 42,000 students—this challenge is met with a strategic, tech-forward imperative. With approximately 45% of its undergraduate population identifying as first-generation, and more than three-quarters balancing both work and school, UTSA recognized that traditional, boutique student support models simply could not scale to meet the demand.
At 2026 NASPA Conferences on Student Success in Higher Education, Andrew Shaw from Mentor Collective joined UTSA’s Division of Student Success—Janice Martinez-Cortez (Associate Director of Strategic Initiatives and Continuous Improvement), Amy Beechler-Steubing (Associate Vice Provost for Strategic Initiatives and Learning Innovation), and Melissa Branson (Associate Director for Retention and Graduation Initiatives)—to share how the university is bridging the student engagement gap by marrying real-time AI data insights with technology-supported peer mentoring.
"Technology is something that students come to expect now," the UTSA team shared during the session. "When we think about a really high-quality, seamless student experience, students are expecting that we have these technological capabilities."
But leveraging technology in higher education isn’t just about modernizing communication; it’s about creating a lower-stakes entry point for students who hesitate to seek help. For first-generation students, stepping into a physical administrative office can feel intimidating. A 24/7 digital tool, however, offers a frictionless gateway to institutional resources that eventually paves the way for human intervention.
To achieve this seamless support structure, UTSA launched a dual-pronged approach using two complementary technology platforms: EdSights and Mentor Collective.
To scale proactive outreach, UTSA introduced "Rita" (Roadrunner Intelligent Technology Assistant), an AI-powered chatbot developed in partnership with EdSights. Unlike typical, passive chatbots that merely respond to student inquiries, Rita is a closed AI system that proactively reaches out to students every 7 to 10 days, year-round—even during winter and summer breaks.
Rita does more than answer questions; she flags real-time barriers. During a custom spring campaign centered around persistence, Rita flagged 228 students who expressed uncertainty about returning for the next semester. Notably, 43% of those flagged were first-generation students.
By gathering this real-time data, UTSA’s student success teams didn't have to wait for mid-term grades or registration drops to intervene. They immediately connected unsure students with financial aid counselors to combat cost barriers, or directed them to academic advisors to streamline course scheduling. When data revealed widespread food insecurity, custom campaigns seamlessly routed students directly to the campus food pantry.
While automated AI provides the real-time data foundation, human connection remains the ultimate driver of institutional belonging. Recognizing that the sophomore year is a critical, yet often overlooked, period for attrition, UTSA launched the First Gen Thrive pilot in collaboration with Mentor Collective and funded by an APLU grant. The two-year project focuses specifically on second-year, first-generation college students, integrating Mentor Collective’s tech-enabled infrastructure into UTSA’s existing "hub-and-spoke" institutional model.
Mentors used the platform to report where their first-gen mentees were actively thriving, giving the university unique visibility into student success milestones.
In its first year alone, the pilot enrolled 142 student mentors, matched 77 second-year first-gen mentees, and logged 172 structured conversations alongside 800 peer-to-peer text messages. The leading topics of conversation? Navigating academics, managing instructor relationships, and studying effectively—the exact components of the "hidden curriculum" that technology helped demystify.
UTSA’s dual-platform approach offers a clear blueprint for other large-scale institutions looking to move beyond small, exclusive "boutique" support programs:
The Bottom Line: For first-generation students, a text message at 2:00 AM or a word of encouragement from a peer who shares their background isn't just convenient—it's the difference between persisting and stopping out. By leveraging technology to surface real-time data and scale human empathy, UTSA is proving that large research institutions can make a massive campus feel deeply personal.
Discover how Mentor Collective can help your campus build a scalable, data-informed culture of mentorship.