How Artificial Intelligence Can Humanize Workforce Communications And Customer Engagement
Stephen Wakeling8:15 am
602 views|Nov 15, 2018,
Post written by
Co-Founder and CEO of Phobio, LLC. Wireless industry entrepreneur with a track record of developing disruptive, technology-powered services.
Today’s workplace is becoming more efficient thanks to the effective implementation of technology. Between new collaboration tools, the incorporation of artificial intelligence (AI) and better platforms for connecting with customers, the way we work has changed greatly over the last couple of decades.
As companies look for new ways to stay ahead of industry changes, special attention needs to be directed toward how things like AI can better support administrative objectives rather than carrying out repetitive tasks that can take away beneficial time from employees. We’re starting to see artificial intelligence augment and enhance the human element, rather than replace it, to achieve greater results.
In a PwC survey conducted last February that sampled 2,500 consumers and business decision makers, 67% of business executives believe leveraging AI will amplify human intelligence and allow for more high-level thought, creativity, and decision making by allowing us to better process and analyze the constant increase of data in today’s world.
Let’s identify how businesses are already starting to set themselves apart by integrating AI and machine learning into millennial-minded organizations.
AI-Powered Chatbots Are Transforming The Employee Experience
Chatbots are like personal assistants for employees, providing access to information from multiple data sources instantly. Machine learning continuously expands chatbots’ knowledge bases, driving automation, operational efficiencies and scalability as a company grows. Your artificial intelligence is only as good as the data it can access.
For example, Virgin Atlantic rolled out Facebook’s Workplace last September in an effort to improve information sharing between staff and senior executives at the company. Workplace is an instant messaging platform, but it features bot integrations. Chatbots can serve as a reliable tool to help bring employees and management together and serve as an extension of the HR function.
Integrating chatbots with scheduling applications, HR management solutions, intranet sites, CRMs, and other systems empowers employees to make better business decisions and increases productivity by reducing time spent wasted looking for information.
Artificial Intelligence Improves Customer Experience by Improving Employee Experience
Just like your employees, customers are inundated with information on a daily basis. To stay competitive, companies have to understand the needs of discerning customers, and provide near perfect customer experiences to win over new customers and retain existing ones. Rather than anticipating customer demands, having access to information in real time translates to a more effective way to conduct business operations.
For example, AISense released Otter, the technology that can record audio and then convert the speech into text in real time using voice recognition algorithms. AISense also powers transcription for the Zoom Video Communications platform. Business operations can become more productive and data-driven by reducing the need to go back and manually record notes and then send them out to colleagues to get everyone up to speed.
AI can help business operations become more productive and data-driven by reducing the administrative burden of day-to-day tasks. This frees up your employees to focus on the thoughtful and impactful work that staying competitive in today’s digital age requires. The human aspect in the workforce will not go anywhere any time soon, but rather it will evolve. From business results to customer experience, AI provides us with the opportunity to automate these processes more fluidly and effectively.
AI-Enabled Communication Platforms
Through workforce communication platforms, organizations can deploy AI to better assist employees through a single user experience with an intuitive, on demand and automated communication experience to drive operational efficiencies across their entire workforce.
Two of Phobio’s partners, Kronos and MarketSource, both use Rodio, our AI-enabled workforce communication platform. Employees are provided with a centralized workforce communication and collaboration system to deliver timely messages to front-line employees.
Other AI-enabled communication platforms like Drift are utilized to help organizations communicate with customers through live chat and automated marketing campaigns. Avaya’s Ava is another example of AI that can engage with customers using social media, chat and messaging channels to provide self-service support but is also able to deliver a customer to agent-based customer care.
Enabling users to get answers to questions in milliseconds provides new ways to engage employees and customers. Machine learning bots enable organizations to put their employees in the best situation to make decisions, be more productive and deliver impactful customer experiences by providing an intuitive interface, quick responses, and access to real-time information.
With millennials being the majority in the workforce, the adoption of AI is welcomed, and the outcome is a more informed, engaged and connected organization.