I mentioned in a recent post on my blog that I had my first conversation with an artificial intelligence (AI) named Eliza during the 80s, when the greatest exposure most of us had to AI was at the movies. (Bonus points if you can name the movie I referenced in the subtitle to this post). Today, you can find AI in the form of chatbots popping up everywhere, from the operating system of your mobile phone and Facebook Messenger to web sites and, very soon, in the business communicator’s toolbox.
Chatbots are limited AI applications that are typically text based and designed to handle very basic inquiries about a well-defined body of knowledge, using plain-language (or nearly so) to have something that resembles a human conversation. Companies are already using chatbots for a wide variety of tasks, from customer service to technical support and even teen fashion advice.
Any new technology is, unfortunately, often met with skepticism by business communications professionals (especially those of us of, ahem, a certain age), and chatbots are no exception. While some communications thought leaders are diving in with both feet, (thank you, Shel Holtz) the vast majority of us working in internal communications are still typing away, creating employee newsletters and curating intranet content to be hosted on SharePoint version 44 B.C.
As they did with social media, the marketing department is off and running with chatbot technology, and it’s time for internal communicators to catch up. The question is, how can communications professionals leverage this technology in the workplace? To help you get your creative juices flowing, here are a seven ideas of how to use chatbots to improve employee communications.Read More