Humans and computers used to speak different languages, however, today this gap is narrowing. Whether it’s asking Alexa to play energy music for your at-home workout or using a chatbot to request a replacement for your recently purchased coffee machine, every day we’re using conversational language to engage with the technology around us.
However, of all the ways humans communicate, texting is probably the most direct. Text carries less redundant information than other ways of sharing information. With text, there are no accents to understand or no voice intonations to decode, no body language to translate, and no facial expressions to interpret. Text is something computers can understand and process quickly and that’s why messaging is a great place for humans and AI to work together in the form of chatbots.
How can businesses benefit from using chatbots?
Conversational technologies have enabled chatbots to become more sophisticated and responsive, offering a wide range of benefits over traditional interfaces for both users and businesses:
Enhanced user engagement: By mimicking human conversation, they encourage users to interact more naturally, leading to higher engagement rates and longer session durations.
Instant responses: Eliminating the need for users to wait for assistance, they offer real-time responses. This instant gratification leads to higher user satisfaction and a more positive overall experience.
Scalability: Conversational interfaces can handle a large volume of interactions simultaneously without experiencing the fatigue that human agents might face. This scalability is especially useful during peak times or when dealing with a high number of inquiries.
Cost savings: By automating routine and repetitive tasks, businesses can reduce the need for manual intervention and allocate human resources to more complex and value-added tasks. This can lead to significant cost savings over time.
Language support: With advancements in natural language processing, conversational interfaces can support multiple languages and dialects, enabling businesses to reach a global audience.
Lead Generation and Sales: Chatbots can guide users through the sales funnel, answer product-related questions, and assist with purchase decisions, potentially increasing conversion rates and revenue.
Why aren’t more organisations making the move to conversational interfaces?
While conversational user interfaces, including chatbots and voice assistants, offer numerous benefits, there are several reasons why more companies might not be using them to their full potential. In short, easier said than done as simplicity in the front-end equals complexity in the back-end.
So given the obvious benefits, some organisations might not understand how conversational interfaces can enhance user experiences, streamline operations, or contribute to their specific business goals.
Developing and maintaining conversational interfaces requires investment in terms of time, money, and skilled personnel while demonstrating the tangible benefits and measuring the impact of these interfaces can be challenging, especially in the short term.
Despite these challenges, the adoption of conversational user interfaces is growing steadily as organisations recognise their potential to transform customer interactions, enhance employee productivity, and drive innovation. As the technology matures and becomes more accessible, more organisations are likely to explore and leverage the benefits of conversational interfaces.
Who needs humans?
The utilisation of chatbots creates an easier working environment for human employees. Before an agent needs to speak to a customer, the chatbot has already tried to assist and collected all of the necessary information on the problem. By the time it passes the customer to the agent, the agent will have all of the information they require. This creates an ideal solution as the agent can then concentrate on assisting the customer to the best of their ability.
Incorporating a ‘human in the loop’ approach, where chatbots are complemented by human intervention when needed, can strike a balance between automation and personalised service. This approach leverages the strengths of both chatbots and humans to provide seamless, efficient, and ethical user experiences across various contexts.
Conclusion
Conversational intelligence powered by chatbots is redefining the future of work across industries. From enhancing customer experiences to improving employee productivity and fostering innovation, the impact of chatbots is undeniable. As technology continues to evolve, businesses that embrace the potential of conversational intelligence stay ahead in a rapidly changing digital landscape.
So yes, conversational interfaces are going to be an important part of the evolution of the business world. But the impact is going to be felt far beyond. Humans need to be prepared for a seismic shift in the way they communicate.
Conversational Intelligence: do humans still need humans?,
28th June 2024
With the rise of generative AI for everything from writing emails to creating videos, the way organisations communicate is on the path to a landmark transformation. But while the tools we use may be evolving, the principles of effective internal comms are reassuringly familiar — and more important than ever before.
In this post, find out:
• Who is actually using generative AI for day-to-day comms
• How to maintain quality
• Useful internal comms tools to support AI adoption
• Measuring success
How generative AI is already being used
According to the World Economic Forum, media coverage of AI grew 286% through 2023. ChatGPT usage grew to over 180 million active users, while generative AI also became embedded in day-to-day productivity tools like Microsoft 365. Whether people are preparing marketing collateral, writing emails, or putting together a proposal, some extra help from the friendly AI is just a few clicks away.
It’s no surprise, then, that employees everywhere are experimenting with how AI can make their lives easier. In late 2023, a Salesforce study estimated that over a quarter (28%) of workers were already using generative AI in their roles, while an additional 32% expected to start soon. As models become more sophisticated and employees become more confident about the technology, this usage will grow exponentially.
The quality challenge of generative AI
In Deloitte’s State of Generative AI in the Enterprise report, almost 3000 business leaders were asked about AI adoption. They identified two key benefits driving their use of generative AI: improving efficiency and productivity (56%) and reducing costs (35%).
The reality is that using AI will enable people to create comms faster and more affordably, In Up To The Light’s What Clients Think 2024 survey, 74% of agency clients said they expected AI to drive down agency costs in the next few years. But maintaining standards remains a job for human beings. While AI can quickly throw together a first draft, it’s internal comms teams that will be responsible for ensuring consistency and quality. Assets like newsletters and emails will become vital resources in helping employees feel confident about AI adoption.
Supporting AI with useful tools and resources
Before now, tools like brand messaging guides, storytelling documents and tone of voice guidelines have been delivered to support employees as they create comms. Now, those same tools are key to adopting AI while safeguarding quality.
While ChatGPT could write the copy for your next PowerPoint, it won’t necessarily sit alongside your other assets or connect to your wider comms strategy. The only way to achieve this consistency, quality and cohesion is through a deep understanding of your business, market, competitors, and strategy.
In our work, we spend a lot of time thinking about messaging, finding the story at the core of a brand and developing a narrative that internal and external stakeholders will engage with. Often, the big challenge is distilling a complex business down into small, manageable ideas and key messages.
Without the right suite of guidelines and examples, it’s impossible to gauge the success of whatever the AI creates—and when all those resources are in place, it’s easier to steer a model into giving you the kind of output you need. A sound strategy and clear guidelines are essential.
Measuring the success of generative AI
The time-saving benefits of generative AI are potentially game-changing—but the risks of off-brand, inconsistent comms need to be carefully managed. A strategic approach to internal comms doesn’t just give your teams a clearer sense of how to use AI, but can also help you communicate best practices.
Ultimately, though, the effectiveness of AI-authored collateral must still be assessed by people. Tools like strong brand values and clearly articulated messaging help define the line between on-brand and off-brand. While AI can significantly ramp up the amount of content you produce, guidelines and existing assets become valuable benchmarks of quality.
*The image accompanying this article was created using Generative AI.
Internal comms in the age of AI,
28th June 2024