Artificial intelligence (AI) is rapidly changing the way businesses communicate with customers, and the way they manage their internal communications. From automating customer service and support to improving the effectiveness of marketing campaigns, AI is helping companies to become more efficientefficientefficientefficient.
One of the most significant ways that AI impacts communications is through natural language processing (NLP) and chatbots. These technologies can be used to automate customer service and support by allowing businesses to interact with customers in a natural, conversational way. Chatbots can answer customer questions, provide information, and even complete transactions, which can help to improve customer service, reduce the workload on human support teams, and increase engagement with the brand.
Another important application of AI in communications is through the use of sentiment analysis. This technology can be used to analyze large amounts of data from social media, customer feedback, and other sources, to gain insights into customer sentiment and preferences. By doing so, businesses can identify and address customer concerns, improve the effectiveness of their marketing campaigns, and make better-informed decisions about product development and customer service.
AI is also being used to improve the effectiveness of internal communications in organizations. Platforms such as Slack, Microsoft Teams and Cisco Webex Teams use AI to help teams collaborate more effectively, providing real-time translation, voice recognition and transcription capabilities. Additionally, AI-powered virtual assistants can automate tasks such as scheduling meetings and sending reminders, which can help improve productivity and reduce the workload on employees.
Moreover, AI can optimize the targeting and delivery of marketing campaigns. Platforms such as Google’s DoubleClick use AI to optimize the targeting of ads, the bid amount, and the placement of ads in real-time. This helps increase ad spend efficiency and improve businesses’ return on investment (ROI).
In conclusion, AI is transforming the field of communications in several ways. From using natural language processing and chatbots to automate customer service and support, to sentiment analysis that can be used to gain insights into customer sentiment and preferences, businesses are finding that AI can help to improve customer engagement, increase efficiency and drive growth. As technology continues to evolve, we can expect to see even more innovative applications of AI in the field of communications in the future.
This article is adapted from Marketing Africa Limited, a Kenya-based marketing platform written by our principal consultant, Ms Kehinde Ruth Onasoga.
- “The Power of AI in Communications” by Bernard Marr, Forbes, July 2019
- “How AI is Transforming Business Communications” by Matt Asay, CMO.com, April 2018
- “The Role of Artificial Intelligence in Modern Communications” by Samuel Edwards, Entrepreneur, February 2018
- “AI in Communications: How Artificial Intelligence Is Changing the Game” by Neil Patel, Neil Patel, January 2018
- “AI in Internal Communications: How Artificial Intelligence is Changing the Game” by J.P. Medved, The Future of Work, August 2019