How Machine Learning Will Change Business Communication

We’re headed into a future dominated by smart…everything. Experts say that every aspect of our lives will soon be impacted by machine learning — self-driving cars, smart appliances and facial recognition technologies. It sounds fanciful, like a sci-fi dream come true, with the power to change everything, even the way we communicate.

People vs. Data

It has long been said that a business’s most important asset is its people. Ultimately, employees are what define a company. They are the most valuable source of innovation, motivation and production. However, nowadays data is gaining momentum as a strong contender for a company’s most valuable asset. After all, data is what shapes customer engagement, products and services.

The truth is that both are vital. And improved technology continues to tighten the bond between people and data. For example, data allows us to map more accurate profiles of current customers and quality leads, improving customer experience, progressing staff interactions, defining and protecting assets and a lot more.

Business is still about people and always will be, but as technology allows us to do more — and faster— we continuously have to find ways to keep up. That is why every growing enterprise should consider investing in smart communication.

To guide your consideration, here are some ways machine learning is helping make business communication smarter and more personalized:

The Immediate Response

With communication channels readily available via phones and other connected devices, people increasingly expect immediate responses to questions. While our “always on” culture comes with obvious potential downsides, like checking your email at home (so you never truly leave work), technology, like video conferencing, also allows remote employees to experience face-to-face connection. Nowadays, if you need someone, they are typically only a click away.

If you want to “unplug,” automated responses can provide a break. In a recent blog, we discuss how automated responses can actually help you create a more productive email workflow. Check out: Email Less, Work More.

Machine learning will soon change the way we communicate. It can provide insights to improve team operations and provide valuable information about your clients’ preferences, which we get into more below.

Transparent Communication Preferences

Data captures can provide a wealth of information. Every time a call or video conference takes place, it’s recorded and stored. These discussions provide valuable insights about how and why decisions are made. Theoretically, AI will allow businesses to identify patterns that will increase production across workplace communication styles. Knowing your customers’ and team members’ communication preferences can streamline processes and foster inclusivity and productivity.

Machine learning can also provide useful insights to help organizations tailor their outreach strategy. For example, soon we’ll have information that can direct us on how much to speak vs. listen, communication preferences of clients (do they prefer voice vs. video calls?) and what time of day customers are most receptive.

With increased information about when, where and how to tailor outreach, disclose relevant information or connect with leads, organizations will have improved control that can increase the bottom line.

Interested in learning more about the future of business communication? Check out the following articles: