Machine learning is no longer a science fiction idea, and it has improved business operations in a variety of ways during the last few years. Business communications are one of the most benefited sectors of ML technologies. So, what impact does machine learning have on your internal and external communication? Let's see what we can find out!

Ways In Which Machine Learning Is Changing Business Communications

Personalization With AI Chatbots

Any tech-savvy company's backbone is AI chatbots. They're simple to connect with your website and social media channels, and they boost user experience dramatically. Chatbots offer customization options in addition to being available 24/7 and giving customers immediate and relevant service.

For example, Sephora uses a Messenger bot to provide personalized customer experiences and increase sales. Users may virtually try on different things thanks to augmented reality and artificial intelligence. Spotify has a comparable level of personalization, and its bot evaluates users' moods and content choices and then recommends appropriate music based on that information.

Chatbots also add to the naturalness of the dialogue. Natural language processing is used to interpret client questions and deliver appropriate responses. According to statistics, almost 60% of users are unaware that they are conversing with a bot.

They can leverage your CRM system to find out about a user's previous interactions with your company. If a consumer has previously dealt with your company, a bot may greet them with a "Hey, welcome back message."

Finally, bots take care of many of the tedious parts of your customer service professionals' jobs. They handle routine inquiries, allowing customer support representatives to focus on more complex issues.

Data Collection And Analysis

Call centers are still an essential source of customer service. According to a study conducted by BrightLocal, 60% of customers would call your business after discovering it online. Furthermore, 16% of them would email you, whereas only 3% would use social media to contact your company.

As a result, many businesses are working to improve the performance of their call cents. They use VoIP phone providers like Nextiva, OnSip, and Dialpad to replace analog call centers. One of the most significant advantages of VoIP business services is that they can be integrated with your CRM system. They speed up the collecting, processing, and management of customer data.

As a result, artificial intelligence and machine learning can be used to enhance online phone services. There are numerous advantages to using ML algorithms in modern call centers, including:

Machine learning interprets client interactions and allows customer care professionals to comprehend customer engagement and emotion better.

  • Personalized customer service: Artificial intelligence can connect a consumer with a customer representative who can help them faster based on their previous interactions with your company and the complexity of their support issues.
  • Analyzing and anticipating customer service trends: You may detect customers' behavior patterns, demands, and expectations by regularly analyzing large amounts of data. You'll be able to produce personalized offers and content, as well as upsell and cross-sell, more quickly this way.

You can automate many repetitive components of your business communication using machine learning and automation, allowing your marketing and customer support teams to focus on more complex and creative business processes.

Email Filtering Alters Your Marketing Strategy

Spam emails accounted for 53.5 percent of all email traffic in 2018, according to Statista. When it comes to machine learning, this is where it comes in useful. ML algorithms are used in advanced email services to improve user experiences and eliminate spam messages. Spam email and promotional content are detected using ML technologies. Gmail, for example, divides emails before they reach users' inboxes. It detects spam using a variety of ML capabilities such as text filtering, interaction, and client filtering.

Natural language processing is used to filter text, and its purpose is to find out which keywords and phrases are frequently utilized in spammy content. Client filtering, on the other hand, is concerned with a sender's reputation. It looks at the details of their email address, such as the domain, to filter out content from questionable sources.

So, what does this imply for your company? Companies must be cautious while establishing marketing efforts to reach target clients' inboxes and avoid ending up in spam. Your subscribers will not be able to see your message if mail servers return it.

If you want to lower your email bounce rate or avoid being marked as spam, you should:

  • Regularly update the email list. To discover and remove obsolete accounts, use email validation tools.
  • Produce high-quality material. Keep it genuine, personal, and timely.
  • Use terms that aren't spammy or commercial.
  • Send emails just to persons who have subscribed to your newsletter.
  • Using several CTAs is not a good idea. Choose the one that complements the rest of the material and encourages conversions.
  • Never utilize free-to-send domains like Gmail or Yahoo. Using your company's part to send emails gives you more authority.

Improving Communication In Workplace

Internal communication that incorporates machine learning can significantly increase employee morale, performance, and engagement. You can use ML in practically every part of your organization, from human resources to marketing.

It simplifies the screening, recruiting, and onboarding of candidates, for example. ML can sift through mountains of resumes and candidate profiles and produce a list of qualified candidates for you. When you recruit a candidate, a chatbot handles the onboarding process for you, ensuring that new workers are well-versed in internal processes and business culture.

Employee conversations are also analyzed using machine learning and natural language processing, which may help you gauge their sentiment and engagement rates. They identify employees who may want to change jobs and assist them in improving their job happiness.

Workplace communication solutions, such as VoIP tools, improve employee performance when used with ML technologies. Employees can use several IP addresses to interact, access the corporate knowledge base, and analyze coworker sentiment.


These are just a few of the many ways machine learning may be used in business communication. Aside from improving internal communications and increasing employee efficiency, ML technologies can also enhance the consumer experience. They enable you to provide customized and user-centric experiences to your target audience across all touchpoints.

ML gives your company a leg up on the competition. How do you use these tools to improve corporate communications? We're paying attention!

So, if you're interested in adopting machine learning in your Business communications, get in touch with the ONPASSIVE team.