Enterprise communications are shifting thanks to cloud computing and AI. The tools enabling virtual workspaces operate with greater functionality and efficacy and have a more user-centric design because of generative AI (GenAI). Natural language processing (NLP) is making the digital workplace more human-centered for both in-house staff and customers through a conversational approach to commands and inquiries. Chatbots, too, have upped the ante. They have a remarkable understanding of questions and cues, giving human-like replies and even gauging user emotions.
Gearing up for AI-powered tools allows businesses to analyze data more thoroughly, forecast upcoming customer demands and results, and lead to more informed decision-making. However, integrating AI into the digital office also has its own perils, including the evolution of compliance laws and regulations, a negative brand perception among customers, and retaining a secure digital environment and data privacy. When companies don’t properly integrate, oversee, and develop an AI model for their communications infrastructure, they can encounter negative results such as erroneous AI outcomes and compliance penalties.
This post looks at best practices regarding the preparation and optimization of AI when integrating it into enterprise communication systems, as well as what potentially lies ahead for these environments.
Learn more: OnX unveils new generative AI Accelerator Services offerings
Enterprise communications in today’s workplace
To truly grasp AI’s possibilities in enterprise communications, first consider its everyday applications. More and more, AI is becoming an integral component of software platforms. Embedding AI communications into these platforms drives companies’ operations forward in many respects. Examples include:
Contact Center as a Service (CCaaS)
CCaaS platforms can automate answers to common consumer questions using AI-enabled virtual assistants and chatbots. By automating this aspect of customer service tasks, call center agents have more time to concentrate on more intricate responsibilities, increasing productivity levels with customer loyalty.
AI implementation in communications platforms also leads to in-depth predictive analytics because it can evaluate consumer engagement to detect patterns and determine upcoming trends. This information lets companies create an actionable approach to remedying possible issues, enhance communication plans, reinforce customer satisfaction, and make the total experience more positive.
Unified Communications as a Service (UCaaS)
AI-powered speech recognition tools benefit dispersed workforces by transcribing discussions instantly and delivering conversation summaries. Real-time translation ensures seamless communication across language barriers, while “be-right-back” summaries allow employees to step away from in-progress meetings and quickly catch up on key highlights they missed. Additionally, AI-driven adaptive framing creates cinematic meeting experiences by capturing the best views of participants from different angles, keeping everyone engaged. Together, UCaaS and AI-powered tools are transforming how teams connect and collaborate in the modern work environment.
Some of today’s businesses have already made AI an inherent part of their in-house communication systems in addition to their contact centers. Other companies may still be weighing the return on a potential investment in AI. However, both new and veteran AI users can still plan their AI path. No matter the extent of your experience with AI, putting these preparation plans in place will ensure your business is primed for the next phase of AI-enabled communications.
Also read: Bolstering productivity at work: Strengthening the digital workplace with embedded AI
Laying the groundwork for AI communications at your business
Consider the following when preparing for, integrating, or enhancing AI tools with your company’s communications networks.
1. Get leadership onboard.
Right up through the C-Suite, executives need their experience with and first-hand knowledge of AI communications to create a viable model and implement the technology throughout the organization.
2. Create an environment supportive of AI.
Unsurprisingly, workers are hesitant about AI and worry it could put them out of their jobs. IT management can allay these concerns by stressing AI’s support capabilities and developing training. This serves the dual purpose of giving staff a forum to voice their questions and concerns about AI and learn more about the tech. Creating boards and discussion groups will also foster greater awareness and build trust.
3. Assess and prep communications systems for AI.
Preparing communications infrastructures is essential to the successful implementation of AI tools. AI relies on high-speed networks, high availability, and rapid response times. Auditing communications systems and consulting with AI experts is a necessary step for effectively implementing the technology.
4. Budget for data management.
For AI to operate accurately and without bias, data cannot be siloed, and it must be cleaned.
5. Evaluate potential exposure.
With AI adoption comes possible issues with exactitude, security, and compliance. Securing customers’ data privacy and the organization’s proprietary information is critical.
6. Set clear objectives for AI-enabled communications systems.
Identify the specific uses of AI that will best improve communications infrastructure. Determine where AI can most impact your communications and how it can be most effective on your communications systems. Identify intersections between primary objectives and implementations that require the least resistance and then build on that.
7. Create learning opportunities for teams and AI.
AI communications are not self-sufficient—or not yet anyway. Team members need to adapt to the integration of AI into their positions. Similarly, AI must “learn” and be “edited” to deliver optimum results.
8. Calculate ROI metrics.
Determining the yields on AI expenditures can be a challenge. AI differs from typical investments because it is embedded into other technology. The connections between the investment and the results are not precise. Still, a formula must be devised to determine the success of AI adoption.
9. Stay on top of compliance.
Laws and regulations governing AI are constantly evolving. Put processes and procedures in place that keep the organization compliant with new regulations and ensure outcomes are produced accurately and without bias.
10. Seek guidance from AI professionals.
Implementing and overseeing AI can dominate your IT team’s time and focus. The support of an AI expert such as OnX can make the process of AI integration seamless and help you achieve maximum benefits from your AI expenditure.
A new era of communications
Staying informed of the newest advances in AI is the “last” stage of optimizing AI communications for your business. Ultimately, AI could provide more advantages through customized personalization and enhanced predictive analytics. Moreover, communications incorporating Natural Language Process (NLP) take the opposite approach of omnichannel communications, removing the divisions between channels so customers no longer have to move between channel platforms. AI is already developing workflows that can traverse platforms and applications to deliver exceptional outcomes. These capabilities are only expected to increase with time.
Additionally, AI will assist users in better capitalizing on their current toolkit. For instance, most Microsoft Excel users are unaware that the product has hundreds of innovative functionalities, instead relying on just a small percentage of formulas and features. Users could take advantage of those more advanced offerings with the help of AI.
Learn more: Integrating AI and automation into modern CCaaS platforms
Maximizing the benefits of AI
Businesses should consider how staff and technology interact while preparing to implement AI communications. Results will be stronger when the team’s strengths are combined with the power of AI. OnX can support your business’s success as you set out on this journey.
Learn how OnX AI Accelerator Services can prepare your business for the next steps in AI transformation.