How to Use AI Tools to Improve Your Business Communication

How to Use AI Tools to Improve Your Business Communication
Photo by Tara Winstead from Pexels

In 2021, artificial intelligence (AI) and machine learning (ML) are mature, reliable technologies. In fact, they are present in many aspects of our everyday lives - from unlocking your phone with facial recognition to Amazon’s recommendation algorithm.

In business as well, AI has countless applications - especially when it comes to making processes run more smoothly and efficiently. The potential is particularly large when it comes to communication.

An impressive number of AI tools are available on modern Unified Communications platforms, which centralize a huge variety of business communication channels, from video calls to chat. Here are some of the most useful.

Let AI Take Care of Routine Conversations

First off, natural language processing (NLP) AI algorithms can parse the meaning of human speech and written texts. They can also respond in kind.

Consequently, AI can take care of a growing range of routine communication tasks.

A widely known example are customer self-service chat bots, which easily handle issues such as refund requests, scheduling appointments, or follow-ups on orders.

Similarly useful are Interactive Voice Response (IVR) systems, which let callers state their purpose in their own words. Then, the system routes them automatically, rather than forcing them to dial through a menu of choices.

Overall, AI can handle a large number of common tasks, increasing customer satisfaction with prompt, 24/7 service. Meanwhile, they allow your agents to focus on more challenging issues.

Harness NLP for Documentation

Next, AI is also capable of lifting huge amounts of documentation work off your team’s shoulders.

For example, NLP tools can automatically generate transcripts of customer conversations. These can then be saved for future reference, and stored on company servers or in cloud-based customer relationship management (CRM) systems. If a customer calls later to follow up on an issue, your team members can refer to earlier information.

Similarly, AI can transcribe meetings with team members and business partners, creating a basis for a more informed decision-making process. In many cases, tools will generate summaries of meeting transcripts automatically. Instead of having to read through several pages, your team can get the gist of the matter in a few lines or bullet points.

Gain Valuable Data Insights Through Analytics

Finally, AI also enables you to benefit from valuable insights into customers, processes and statistics. AI and ML are unparalleled when it comes to recognizing patterns, and can unearth them in staggering amounts of raw data - jobs that would take human agents years.

For instance, you can automatically generate reports on customer calling behaviour, either of individuals or entire demographic segments. It’s possible to gain insights into common issues, timing characteristics, and overall satisfaction after interactions with agents.

The same is true for chat, email, and social media communication. Ultimately, this makes it possible for your company to fine-tune your communication - and maximize customer satisfaction.

Similarly, team leaders can better analyze the performance of their agents. An AI can highlight, for example, if an agent tends to struggle with a particular type of customer conversation, or if their productivity has dropped abruptly. As a result, their superior can follow up and offer assistance.



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