Embrace AI, but ensure it complements not replaces human communications
Guest Column: Varghese M Thomas – Chief Communication Officer, Greaves Cotton Limited, writes about the transformative role of AI in communication, its benefits, challenges and considerations
Artificial Intelligence has rapidly transformed various aspects of our lives, including communication. In recent years, AI-powered chatbots and conversational agents like Chat GPT have emerged as valuable tools in the realm of communication. They offer numerous benefits but pose challenges and considerations for communication students and businesses.
One of the significant advantages of AI in communications is efficiency. Chatbots can handle many inquiries simultaneously, providing prompt responses and reducing wait times. This enables businesses to cater to customer needs more effectively and enhances communication efficiency. Additionally, these AI-powered chatbots operate 24/7, ensuring customers can seek assistance or obtain information anytime, improving accessibility and customer satisfaction.
Another advantage is the personalisation AI can bring to communication. AI can tailor communication to individual users through data analysis, creating more engaging and personalised experiences. This level of personalisation can deepen customer engagement, foster stronger relationships, and enhance brand loyalty.
AI-powered language translation tools also play a significant role in global communications. Language barriers are overcome as AI can quickly and accurately translate between languages, allowing people from diverse linguistic backgrounds to communicate effectively. This has vast implications for international business, diplomacy, and intercultural communication. For instance, imagine a scenario where a multinational company is hosting an international business conference. Participants from various countries attend the event, each speaking their native language. In such a setting, AI-powered translation tools can be utilised to bridge the language gap. Participants can speak into a microphone, and the AI system will translate their speech into the target language in real-time and be displayed on screens or transmitted through earphones, enabling participants to understand and engage in discussions effectively.
However, alongside the benefits, challenges and potential threats associated with AI in communications. One of the concerns is the possible loss of human touch and empathy in interactions. While AI chatbots can provide prompt responses, they may lack the emotional understanding and nuanced responses that human communication can offer. Striking the right balance between automation and human interaction becomes crucial to maintaining meaningful customer connections.
Communication students should recognise the evolving landscape of communication and the role of AI. Understanding AI technology, its benefits, and its limitations is vital. By studying the principles of AI and gaining expertise in leveraging AI-powered communication tools, students can equip themselves for the changing job market. Moreover, communication students should focus on developing skills AI cannot easily replicate, such as emotional intelligence, critical thinking, and creativity. These skills will remain invaluable in maintaining authentic human connections and navigating the evolving communication landscape.
Businesses should embrace the opportunities presented by AI in communications while also being mindful of potential risks. Companies can improve customer service, automate routine tasks, and streamline processes by integrating AI chatbots and conversational agents into their communication strategies. However, businesses must balance automation and human interaction to maintain strong customer relationships. Training and monitoring AI systems to ensure accuracy, transparency, and ethical behaviour are also essential.
In conclusion, AI and Chat GPT has revolutionised communications by enhancing efficiency, enabling personalisation, and bridging language barriers. While they offer significant benefits, it is crucial to acknowledge their challenges, including the potential loss of human touch and empathy. Communication students should adapt their skills to the changing landscape, focusing on areas where human interaction remains vital. Businesses should embrace AI technology while ensuring it complements rather than replaces human communication. By understanding and harnessing the potential of AI in communications, we can create a future where technology and human connection coexist harmoniously.
