The communication channel between a business and a customer is sacred. The problem is that this is prone to human error, which can translate into dissatisfied customers hanging up the phone.
That’s where AI is stepping in.. As the technology continues to evolve and innovate, it’s streamlining business communications -saving customer service teams valuable time and cutting down on costs. In this article, we’ll explore six examples of how AI is changing business communications so you can find out how your company can integrate the technology.
The first thing that probably pops into your head when thinking of chatbots is ChatGPT. The reality is that beyond OpenAI’s product, businesses are already integrating their own chatbots into their business communications to enhance customer experience and streamline the user journey.
Statistics point to the growing popularity of chatbots.. In fact, 84% of businesses believe chat and messaging bots will become more prevalent within five years. In fact, 88% of customers had at least one conversation with a chatbot in the past year.
Leaning into this popular AI integration can be a communications gamechanger. These AI-powered entities serve as self-service solutions, adept at swiftly providing information, recommendations, and troubleshooting guidance without the need for human intervention. This serves two important purposes: catering to customers’ immediate needs and significantly reducing the workload of human agents.
AI chatbots are particularly useful to companies that are grappling with several communication channels and a relentless influx of customer inquiries. These bots operate seamlessly across multiple platforms, ensuring prompt and consistent responses.
Whether it’s writing thought leadership posts on LinkedIn or populating your website with copy, AI is becoming a valuable tool for content generation. It’s incredibly easy to use – you just go to a generative AI like ChatGPT, write a prompt, and let the system do its magic. AI writing can help with producing copy for blogs, website landing pages, product descriptions, ads, social media posts, and produce text that is optimised for SEO.
Statistics reveal that only 12% of businesses currently use AI for content creation, suggesting that machine writing is not a replacement for human writers yet. The output canappear repetitive or unnatural – check out the example which demonstrate the difference:
Prompt – Write a 100 word paragraph about why flamingos are cool animals
AI generated text: Flamingos epitomise coolness with their vibrant pink plumage, standing as a testament to their adaptability and unique dietary choices. Beyond their striking appearance, these birds showcase remarkable social behaviours, congregating in colonies and engaging in synchronised movements that fascinate observers. Their ability to balance on one leg for extended periods demonstrates both grace and energy efficiency. Flamingos’ filter-feeding prowess using their distinctively shaped bills further highlights their exceptional adaptation to their environment. Overall, their blend of striking aesthetics, social intricacies, and impressive physical traits solidifies flamingos as undeniably cool animals in the natural world.
Human generated text: From their pastel pink feathers to their signature posture – standing on one leg – it’s no doubt that flamingos are one of the most alluring creatures in the animal kingdom. Although their mastery of balance might appear graceful, the reason behind it tells a much more compelling story – flamingos live in some of the most poisonous lakes in the world, so minimising contact with the polluted waters prevents them from getting toxic shock. If you ever have the good fortune of observing the flamboyance of flamingos, remember that they are dealing with the most hostile of environments while looking absolutely flawless.
By 2025, the majority of contact centres believe they will be using intelligent routing powered by AI to enhance customer experience. Intelligent routing, a cornerstone technology, optimises customer support by automating call distribution based on AI-analysed data. Virtual agents, armed with Natural Language Processing (NLP) and Machine Learning (ML) can adeptly handle real-time customer queries, ensuring swift and accurate responses.
AI can also help call centres with live sentiment analysis, which gives instantaneous insights into customer perceptions, allowing human agents to make adjustments to their services. AI can also suggest live responses and access to real-time knowledge bases, which bolsters efficiency and helps keep customers satisfied.
From filtering out spam to suggesting appropriate responses, AI is also transforming how we approach our business email. This helps streamline inboxes and makes it easier to find the correspondence that does matter. The use of smart replies powered by NLP reduces employees’ email response time, leveraging algorithms to suggest suitable responses based on message analysis.
Impressively, this can help minimise the 2.5-hours employees spend daily trying to sift through their emails and write responses. These AI-driven mechanisms incorporate advanced text filtering, client analysis, engagement metrics, and machine learning so that only pertinent and valuable email reaches your main inbox. This enhanced way of handling your emails makes it easier to build customer relationships with quick and appropriate responses and allows you to save time to focus on less menial tasks.
Personalised Customer Experience
The increasing normalisation of machine learning is making it easier to hyper-personalise the user journey to each individual customer. The implication? More loyal and happy customers who want to keep engaging with your brand. By leveraging CRM data alongside sophisticated NLP, businesses can now segment their customer base to create content that is better targeted for their intended audience. This way, businesses can craft unique customer experiences that resonate with specific interests, fostering higher engagement rates.
From recommending products that customers might be interested in to tweaking marketing campaigns to turn the heads of a specific demographic, AI can help marketing teams better understand how to stand out from the competition.
Automated data analytics
AI is also helping businesses with speeding up data analytics by offering effortless access to crucial insights from communication systems and platforms. By automating the data analytics process, businesses can streamline operations, replacing manual report generation with user-friendly interactive dashboards that update automatically.
This is particularly useful when handling vast amounts of information, expediting tasks like data analysis, feature discovery, and statistical significance tests. The sped up pace of analytics not only saves time but also cuts down on costs for enterprises. Automating these routine tasks means that analysts are free to focus on uncovering insights crucial for informed, data-driven decision-making. No more of completing repetitive menial tasks on Excel!
The way we think of business communications is changing thanks to artificial intelligence. Whether it’s integrating a customer service chatbot onto your home page or using AI to streamline your overloaded inbox, it’s becoming easier to stay in touch with customers and ensure a smile on their face – not a frown – when they deal with your brand.
The trends in business communication highlight that despite the technological changes taking place, the human touch is still essential. As you integrate AI into your digital tools arsenal, continue to train and upskill your customer service agents and ensure you’re sense checking any AI-generated content.