How is ML Helpful in Business Communication?
Machine learning in business is helping to enhance the business scalability and to increase business operations for organizations across the globe. It is on the verge of considerably impacting workplace communications and strengthening the role of the employee inside an organization. Artificial intelligence tools and several machine learning algorithms have gained incredible popularity in the business analytics community.
The business communications scene has altered drastically in the last fifteen to twenty years; all credit goes to Voice-Over-Internet-Protocol (VoIP) and the rise of the internet. The telephone networks are no longer tied to a landline network. Instead, the VoIP phone system can be operated from different IP addresses, providing flexibility for the devices and workers. Gartner in their report, reveals that AI and machine learning are increasingly used to make decisions in place of human beings. In this article, we will discuss this trend more.
Machine learning is applied extensively in real-world situations. Like for instance, its algorithms are used to increase the security of an organization as cybersecurity is the most prominent issue solved by this technology. ML enables new generation providers to develop the latest technologies that can effectively detect unknown threats and risks. Getting back to the topic so there is more to look forward in terms of finding how ML can help business communications to get better. In this article, we will discuss this trend more.
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What ML can do to Help Business Communications?
The improvements in machine learning sound like science fiction; however, both data and people are essential to business communications. Modern business communication produces a massive volume of data. The emerging and innovative technologies like machine learning allows processing more substantial quantities of data faster like for example, by recording and storing all conference calls. Recording, storing, and processing the data allows a business to recognize patterns for increased productivity, identifying trends in customer and team communications that need to change.
Machine learning helps business to handle the expectations of the customers. Customers always expect a quick answer to a phone call, and working staff are expected to be by their laptop for conference calls wherever they are working. By managing emails with quick automated responses, an employee is relieved of at least part of their email influx.
Moreover, it might soon be able to tell whether the customer prefers a call or a meeting, and when to speak and when to listen to a client on the call. The data will help the customer service team to work out what time of day teams need to be on calls and how many employees require at any one time. Below are five ways by which machine learning is helping to improve business communication. Let’s read on.
1. Chatbots
The emergence of chatbots has transformed the way clients communicate with businesses. Chatbots provide customers the flexibility to communicate with companies in a way they want while reducing the waiting time and also the workload of the customer service department. The adoption of chatbots such as Facebook Messenger bots for business has made it possible for thousands of customers to communicate instantly with the company and provide them the information they need without talking to the service agent. This has saved both the time and money of the business and their consumer. The IBM estimates it, chatbots reduce the cost of customer service for businesses by 30%. As we move further, we will likely witness more companies shifting towards chatbots to boost their customer service experience.
2. Selective Sales and Marketing
Sales are the fundamental objective of any business organization. The sales representatives of any organization can use machine learning solutions to recognize patterns that tailor the enterprise’s communication approaches. By using these patterns, the sales representative will know when and where to adapt their tactics. This supports the employee training programs by allowing them to know how much they should talk and how much they should listen. The identified patterns also aid employees in understanding customer behavior for positive interaction.
Likewise, the patterns identified can also help the teams to understand which clients are most likely to respond to voice vs. video calls, along with which time of the day sales representatives are likely to receive a positive interaction. This not only grows sales but also supports organizations to provide the best possible customer service. Moreover, the company can also secure a good place in the share market and can become a successful Forex trader in the international community.
It is an excellent chance for businesses to bolster sales and to boost their business communication by providing excellent customer service. Moreover, machine learning enables organizations to customize their approach, tailoring office communication methods to each individual’s personal and unique workflow. If a business follows all these patterns to update their interaction with their clients, then the result is a win-to-win situation for everyone.
3. Email Filtering
Statista reported, in 2018, spam emails accounted for as much as 53.5% of all email traffic. The Radicati Research Group also reveals that spam costs businesses $20.5 billion every year and can cost businesses around $257 billion every year. Thankfully, now machine learning algorithms that support email platforms are better at detecting whether an email is a spam or promotional content.
For example, Gmail separates the inbound emails before they reach your inbox without needing your consent. Google uses the advanced forms of text filtering, engagement, and client filtering, as well as a variety of other machine learning-based factors. Text filtering uses nation language processing to recognize the combinations of words and phrases commonly used in spam emails.
Client filtering uses machine learning to determine the attributes of the email sender to analyze whether or not they are reliable. Moreover, to those techniques, Gmail also uses collaborative data such as the number of users who labeled emails from a particular domain or email address as spam. The strengths of these spam filters mean the business has to be more careful in ensuring that their email marketing campaigns are delivering authentic and high-quality content to their clients.
4. Anonymous Machine Learning
The dominance of both artificial intelligence and machine learning in the technological world has shaped the way companies operate and work. It is also predicted that more enterprises will integrate machine learning in their work environment and communication systems for analyzing the intricate patterns of users’ data and improving productivity too.
As per IT experts, the evolution of machine learning has raised the standards of collaborative company applications. Workplace communication service providers have increased their dependence on the respective to ensure the anonymity of data. Moreover, machine learning services have nurtured the idea of an automated environment while enabling the apps to provide a detailed analysis of enterprise working patterns. The working patterns also reveal their clients’ communication history and offer ways to improve their communication strategy to satisfy clients.
5. Insight Generation via Communication
With time business has adopted video and voice conferencing systems for improving their communication systems. It has resulted in the accumulation of massive data sets, both structured and unstructured including workplace discussions, thought processes, worker preferences, and much more.
Machine learning algorithms analyze these communications and interactions to provide concerns on the decision-making process. It creates a higher degree of insights than feedback and survey forms. With automation apps of machine learning, the business can make valuable insights from the unstructured data without ignoring corporate and employee privacy.
Final Thought
The points mentioned above are a sample of the several unique ways machine learning has improved business communication. These capabilities are no doubt fascinating and have already changed the way business functions. However, it is essential to remember that the use of machine learning in business communication is still evolving. Every business must keep up with the advancements in the field and look at how they can use ML to enhance their communication process.
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