AI in Communication

It’s nigh on impossible to escape the topic of Artificial Intelligence, so we thought we’d join in and write a blog about it! In our own water cooler discussions, the P3 team has been debating whether AI is a help or hindrance to workplace communications. What do you think? Is it something you’ve already embraced, or are you fearful of the impact it may have?

In this post we’ll look at some of the ways organisations are already using AI to streamline their communications and gain efficiencies. We’ll also explore the future possibilities of AI and share some questions to consider before jumping on board.

Does AI have a role in workplace communication?

Artificial Intelligence already plays a key role in our everyday communications. It’s been making our lives easier, simplifying tasks, and supporting processes for years. Think Zoom, Teams, WhatsApp, Messenger and tools like Grammarly and online translation software. All these apps make it easier for us to connect and communicate. If you’ve ever used auto-correct, you’ve used AI (and probably saved yourself from embarrassing errors!). It’s not a new concept, but one that’s developing rapidly. That brings excitement around new opportunities and also a fear of the unknown.

We know that poor communication between leaders and employees can affect morale, productivity and staff retention. Surely using AI tools and apps to improve and enhance communications is not a prospect we should be frightened of?

Current uses of AI in communication

We’ve touched on some general applications of AI in comms. Below are a few examples of organisations taking AI one step further to aid communication with both employees and customers.

• Employee surveys collect and analyse feedback, data and sentiment, helping leaders to make informed decisions and spot problems before they arise.

• Customer feedback surveys collect valuable suggestions to improve processes and how we communicate.

• Website chatbots respond to common customer queries 24/7.

• HR systems and tools allow employees to self-serve and automate data collection processes such as holiday booking, sickness and absence.

• CV scanning software and onboarding tools support recruitment, talent attraction and retention activity, automating repetitive tasks like requests for documentation.

• Online webinars and virtual training software have made training more accessible, flexible and interactive.

New ways AI can improve communication in the workplace

When you consider the volume of, potentially mundane, tasks AI is already helping us with, it’s worth considering how else it can enhance the way we communicate. Here are a few possibilities:

• Use listening AI to automate note-taking, e.g. during a disciplinary conversation.

• Embrace generative AI, such ChatGPT, as a valuable research tool to guide your thinking and help formulate new ideas, e.g. writing a report or article.

• Use collaborative tools and workspaces to aid cross-team communication and make project working more efficient. Every team member can see and share instant progress updates.

• Consider chat and messaging apps to bring teams together and enhance the social side of work, e.g. to organise and share pictures from team events. Beware the risks of misuse!

• Ask generative AI for a second opinion. If you’re writing a confidential speech, it could help speed up the writing process. Whether or not to accept proposed suggestions is your choice!

All these examples have one thing in common - they take time-consuming communications tasks away from managers, reduce human error and free up resources for other tasks. And if managers are not bogged down in such tasks, they can focus on being present, supportive and aware of what’s going on in their team.

Balancing AI with the personal approach

Let’s take the example of a disciplinary conversation and see where AI might be used to improve manager/employee communication.

1. The manager uses analytics from HR tools to make data-driven decisions, e.g. absence statistics or training completion data.

2. Evidence from team messaging apps could be used to support the case.

3. Generative AI might come in useful to guide the individuals around what to say.

4. Listening AI could be used to automate note-taking.

It all sounds super helpful and efficient, however the human side of such a conversation is equally important, as are the valuable personal skills of listening and intuition.

It’s all very well having your script prepared, but communication is a two-way process.

We can learn so much from just listening to what another individual has to say, seeing things from their perspective and understanding how they feel. For example, if an employee were to records a period of extended sickness, their manager should be enquiring after their wellbeing on their return to work, listening to their individual needs and offering to make any adjustments to their work setting. AI doesn’t yet have the power to empathise, show genuine interest in others, or to listen intuitively.

Questions to consider before using AI in communication

What’s the human impact of the message?

Use common sense. If you are writing an email to an employee about a sensitive issue, it’s probably not wise to ask ChatGPT to draft it for you.

Is the channel suitable for the purpose/message?

Take care to choose the right communications channel. There is always a risk that people will interpret a text message or email very differently to an in-person conversation

Are human emotions involved?

A personal, face-to-face conversation is always the best option when tackling emotive subjects.

Is the subject confidential?

Can you rely on the safety and confidentiality of the apps you are using? It’s not possible to ask an app to sign an Non-disclosure Agreement! Think carefully before exposing private conversations to AI.

Providing guidance around using AI at work

It’s important that every organisation has a clear policy around the use of AI at work to protect cyber and data security. We recommend a review of your digital policies to guide employees on what they can and cannot use, acceptable uses, and the consequences of misuse.

According to a recent survey by Blackberry, two in three UK organisations are implementing or considering bans on generative AI applications within the workplace due to concerns about the threat to cyber security and privacy. At P3, we believe rather than fearing AI, employers should embrace the potential of using AI in communications, while using it purposefully and safely.

Further reading

Looking for more resources on a similar theme? Check out our blogs on Using technology to support onboarding, Unleashing the power of digital technology and Storing and using people data, and our free eBook download Flexibility and Agility in a Digital Age.

How we can help you

If you’d like to discuss any of the issues raised in this blog, get in touch with us today on 0161 941 2426. We’re here to help.