I have seen first-hand how technology today provides many opportunities for businesses to streamline their internal operations and market position. Think about all the ways your teams have become much more efficient simply by updating key software applications or introducing a new tool to make their workflow easier.
New tools incorporating artificial intelligence and machine learning have become more sophisticated in recent years, revolutionizing the workplace and impacting every industry. Although not a new innovation, continued advances in AI will transform industries and individual businesses, particularly when it comes to business communications.
AI is proven to make communication smarter and easier. In fact, a recent study found that participating customer service agents with access to generative AI tools were 13.8% more productive than those without.
Effective business communication is essential to the success of any organization, and AI has the power to improve the communication process, producing better results and greater efficiency. As we continue to innovate to better serve our customers and employees, AI technology will play an important role in many ways.
Personalized communication experiences
Applying AI to your business communications systems improves the efficiency of your operations. And I know this from experience, having worked with large enterprise clients who report 2-3x productivity gains in their content creation and publishing workflow. Furthermore, 90% of employees spend up to five hours a day checking work messaging apps like Slack or Microsoft Teams. This makes it even more difficult to sift through the noise to find urgent, time-sensitive messages. And even then, they may not fully understand the information sent to them due to poor communication methods.
Not all employees are the same, so their communication preferences won’t be the same either. As a result, employees are not as receptive to information delivered through the same communication channel or organized in the same way. And if they can’t understand the information, customers will likely also be confused when the information is relayed.
Integrating generative AI into your communications strategy can improve customer and employee experiences by providing people with highly personalized communications the way they want them. Large language models (LLMs) like ChatGPT interpret human language into a computer-compatible form so that systems can develop personalized content that feels more natural. LLMs produce more personalized messages so businesses can respond more quickly to customer requests, thereby increasing customer loyalty and satisfaction.
As generative AI helps make content creation more efficient, businesses can tailor messages to each individual. Greater personalization at scale will result in greater resonance and impact.
Automated data analysis
Business communications systems are data-rich hubs where leaders can mine information to understand how their teams are performing. AI technology has the ability to analyze all collected data and predict which solutions will have the greatest impact on the business. And it can be done quickly. The more data you have, the more effective the learning model will be and ultimately the impact on the effectiveness of your communication methods and information retention levels will be greater.
Additionally, AI can automate communications-related tasks and provide feedback and key insights in real-time. By having access to large amounts of data, it becomes possible for AI to analyze and understand user behavior and preferences on a deeper level. This can help tailor communication and interactions to the unique needs of each individual. Additionally, with AI’s predictive capabilities, businesses can anticipate users’ wants and needs, providing valuable suggestions and recommendations that can enhance their experience in broader and better ways.
Data-driven decision-making allows businesses to provide informed solutions to problems that may arise in the workplace. The workplace can achieve harmonious performance with more information about employees’ daily routines and productivity styles, thereby satisfying all parties involved.
Understand employee habits
Globally, only 20% of employees are actively engaged at work. This leaves 80% of workers disengaged or dissatisfied with their experience – poor communication plays a role in this feeling. Not feeling heard, understood, or included in company success initiatives are all reasons why employees may lack an entrepreneurial spirit and can be corrected with better communication.
Open and effective communication is the foundation of a positive work environment. Employees want to express their concerns and ideas. And they want to be heard, not ignored.
When introducing new technology, especially AI, many fear that it will eliminate human jobs. Business leaders need to communicate the benefits this can bring and that the primary function is to increase and assist employees to make them more effective and productive in their roles. To better understand how their employees and audiences are feeling, AI can access data to help businesses improve sentiment inside and outside of the workplace.
Real-time feedback through company surveys or polls allows employers to implement changes to make teams feel comfortable and be more productive. Streamlined communication keeps the business running smoothly and can help employees feel valued and respected.
AI is becoming more and more advanced, and smart business leaders won’t ignore it if they plan to stay ahead in innovation. AI-powered business communications can accelerate the creation of meaningful content, improve workflows through automation, and provide actionable insights to support decision-making. AI and machine learning tools will make future business communications more effective. Here’s the good news: We’ve only scratched the surface of AI’s positive impact on workplace communications. Many other positive results are underway.
