The use of AI in communication is becoming increasingly important and popular, especially in business and corporate communication. Artificial Intelligence in business communication is transforming the way information is exchanged between businesses and customers, and leading us to a novel world of corporate communication.
AI in Communication – The dawn of a more advanced era and a new world
The challenge in using AI in communication
- Email, text messages, text messengers, and social media have become a key aspect of day-to-day communication.
- However, we constantly get a lot of unwanted messages, especially advertisements and promotional information.
- This results in a lot of distractions as we are no longer able to control our perception. It further leads to agitation.
- The challenge in communication in the analog age using the different modes that we see today is that it only provides one-way information, making interpersonal communication difficult.
- In the digital age, interpersonal communication is nearly impossible with just single-sided information.
The objective
In order to communicate more effectively and overcome the challenges of the digital age, digital fitness is indispensable. Also, with the increase in outsourcing of communications to AI-powered apps, the need for digital fitness will be even stronger.
The present situation
Communication with AI has already had an impact on everyone on a personal level.The virtual AI-powered assistants like Siri, Google Assistant on our smartphones, and Amazon Alexa that we use at home are all examples of how AI in communication has become a part of our lives at a personal level. In general, artificial intelligence is a technology that is capable of mimicking human behavior. However, when it comes to artificial intelligence in business communication, cognitive AI is implemented. Cognitive AI involves stimulating the human thought process to find solutions to complex problems.
Examples of artificial intelligence in business communication
AI chatbots
- All-around-the-clock customer support is made possible all thanks to AI chatbots.
- Many businesses have integrated chatbots powered by artificial intelligence into websites, mobile apps, and social channels to provide assistance to customers.
- With AI chatbots, it is possible to use speech analytics to detect the mood of customers.
Personalized content
Personalization is the need of the hour for many businesses, and the use of AI in communication makes this possible. With AI, it is possible to create tailor-made content, including messages and advertisements, for a particular individual.
Marketing communication
AI makes personalized advertising possible on social networks. Also, with AI, both content creation and targeted communication can be done. AI can also make it easier for customers to search for specific information.
Segmenting the audience into different target groups
Based on their interests, it is possible to categorize the audience into different target groups. With the help of data analysis using AI, businesses can understand which target group is interested in which product or service. Accordingly, companies can target their communication measures more effectively to create maximum impact.
Speech analysis
Through speech analysis, AI can detect the following:
- Whether a customer is satisfied or not
- Whether a person is emotionally charged
The information obtained through speech analysis can be useful in customer conversations and interactions. Also, by analyzing speech patterns, it is possible to identify and correct errors that would be overlooked by a human.
Risks associated with artificial intelligence in business communication
It is important for businesses to keep in mind that AI opportunities come with an element of risk.
Communication distortion
- It is one of the most common risks associated with the use of AI in communication.
- The main reason behind the distortion of communication is a lack of information between the sender and receiver.
- It happens when a message sent by one communicator is perceived differently (wrongly) by the other.
- To avoid distortion of communication, it is indispensable for artificial intelligence to have bilateral access to information.
- Communication distortions are common as we live in an imperfect world.
Semantic distortion
It involves misinterpretation of the meaning of the message.
Syntactic distortion
The message is not clearly understood because it has been formulated incorrectly.
Useful tips for digital transformation in business with the use of AI in communication.
- Be clear and precise when communicating.
- Formulate a message with a clear meaning.
- Listen carefully to avoid misunderstandings.
- Be calm. Showing anger or temper will only escalate the problem further.
- Awareness about the latest tools and technologies.
- Practice digital fitness on a regular basis.
- Stay empathetic to your customers in the conversation.
- Be open to receiving feedback, suggestions, and criticism.
The use of AI in communication enables businesses to use machines to provide answers to questions and carry out conversations. It is a great way for businesses to save valuable time and man hours on customer service. Also, with artificial intelligence in communication, businesses can offer exceptional customer service. AI in communication has tremendous scope and potential. However, in order to be successful and create an impact, it needs to have the cognitive abilities of humans.