This article explores the emerging trends influencing business communication in the future. It highlights the growing role of artificial intelligence (AI), the need for robust governance frameworks, and the shift towards multimodal communication. The author emphasizes the importance of AI adoption, data privacy, ethical considerations, and seamless integration of communication tools for businesses to thrive in the evolving landscape.
This time of the year is synonymous with plans and resolutions to improve and grow, both personally and professionally, writes David Meintjes, CEO of Telviva.
We have the benefit of the rise in intelligent agents to make our lives more effective and easier whereby we give the AI agents objectives, or prompts, to achieve, which – if done at scale effectively – could change the environment in which we work and improve the bottom line. Businesses are now spending 6% of their digital budgets on AI initiatives. Yet across functions, only two use cases, both within marketing and sales, are reported by 15% or more of respondents.
Looking ahead, the leaders across industries will rely on both off-the-shelf solutions and tools that are adapted and shaped specifically to their unique needs. We are entering an age where winning organisations build ecosystems that blend proprietary, off-the-shelf and open-source models. They are being deployed not just for reactive customer service but also for proactive engagement, where anticipating customer needs improves service speed and accuracy, all the while appreciating the functionality of seamlessly switching to human engagement for complex issues. In addition to this, natural language processing and machine learning enable AI tools to better interpret and respond to customer conversational queries.
ARTIFICIAL INTELLIGENCE BUSINESS COMMUNICATION CUSTOMER ENGAGEMENT MULTIMODAL COMMUNICATION CLOUD UNIFIED COMMUNICATIONS
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