While business conversations are happening more and more on messaging platforms, many of those interactions are lost in communication silos. (via Getty Images Photo Illustrations by Pavlo Gonchar/SOPA Images/Lightrocket)
Lightrocket via SOPA Images/Getty Images
Around the world, business leaders continue to seek ways to improve business outcomes with AI. For many of them, the top priority is the organization's ability to make timely and effective business decisions with the data they sit on. Sadly, it's not often. a Report From McKinsey, it was revealed that business leaders often struggle to make timely decisions, and many people have not achieved the desired outcome.
While there may be several reasons behind that reality, one major factor is the lack of complete insight into the data within the business architecture. Many companies swim in vast oceans, containing data from interactions between employees, partners and customers across multiple platforms, which often fail to contextualize or extract value.
Dima Gutzeit, founder and CEO of Leapxpert – Gartner's recent magical quadrant for digital communication governance and archival solutions – AI says it can solve this C-Suite decision making issueswhat he calls “communication intelligence that drives AI.” But how exactly does this happen and how can leaders get the best value from their daily interactions within the business?
AI-driven communication intelligence
Most businesses today suffer from fragmented communication ecosystems. Business conversations occur in email, Slack, Microsoft teams, WhatsApp, and SMS, creating silos that hinder collaboration and make compliance difficult. Gutzeit calls this “communication confusion.”
However, once communication data is structured and managed, business leaders can begin to use AI to extract actionable intelligence. But according to Gutzeit, there is a correct way to do this. “AI is as powerful as the data you can access. If businesses don't take advantage of channels where important conversations take place, they'll miss out on key insights that can drive smarter and faster decisions,” he said in a recent interview.
Without a centralized communications system that integrates all communication channels, businesses cannot guarantee that valuable insights will not remain isolated within individual chats. Ensuring digital communication and governance not only helps business leaders gain comprehensive insights into their organization, but also protect them from compliance risks.
As Gartner points out Report“The amount and scope of communication tools, such as Microsoft Teams, Zoom, WhatsApp, makes it more complicated for organizations to enforce corporate governance and regulatory compliance usage policies.”
But that's not a problem without fixes.
“By using an AI-powered platform that integrates and manages communication channels, businesses will acquire a unified, searchable, auditable record of discussions, all ensuring compliance and enhance decision-making.
Tools like the Leapxpert communications platform, for example, help businesses do that, allowing employees to interact with clients across multiple communications channels (WhatsApp, Imessage, SMS, Telegram, Wechat, Signal, Line in Control and Compliant Framework). The company's Maxen add-on uses AI to provide real-time insights into client interactions and improve customer engagement.
Concerns are rising
Regulatory concerns continue to grow as businesses compete to adopt AI around the world. These concerns are particularly pressing for industries with strict regulatory oversight. For example, in the financial sector, recordkeeping is not negotiable. In fact, over the past three years, the SEC and CFTC have fined dozens of companies, including the world's largest banks. Over $3.5 billion in total Dollars for off-channel communications.
There is also concern about whether AI-driven communications platforms are being deployed responsibly. European Union AI Law and White House Presidential Order on AI It highlights the need for ethical AI use, particularly in regards to privacy, security and bias mitigation.
Second, there are concerns that excessive reliance on AI-powered business communications can lead to more impersonal interactions. Because of this concern, Gutzeit said companies must be aware that AI needs to strengthen human communication rather than replace it. “AI needs to amplify human interactions. Relationship managers thrive with trust and personal connections. AI-driven tools improve your ability to engage by surface critical insights, streamlining workflows, and focusing on what's most important.
For businesses that employ AI-powered communications, Gutzeit noted that the key is building compliance with the system from scratch. For example, financial services companies must capture and archive digital communications to meet SEC regulations. Healthcare organizations that process sensitive patient data must ensure secure storage encrypted to comply with HIPAA. Companies operating under GDPR and CCPA obligations must maintain an auditable record of customer interactions to ensure transparency and accountability.
“A communications platform with well-protected AI ensures compliance without having to pay for manual surveillance on employees. Companies must also recognize that responsible AI starts with strict security controls and data protection is a top priority,” explained Gutzeit.
He added that AI-powered communications platforms need to be more than just a tool. “They need to be trustworthy business partners,” he said.
“A communications solution with ideal AI should integrate existing communications tools without disrupting workflows. Governance controls should be in place to ensure that AI-driven insights are auditable, verifiable and secure. AI solutions should be tailored to the unique challenges and operational needs of each organization.”
“backbone”
As AI moves beyond experimentation and to mainstream adoption, it's time to implement AI-powered communication and governance. Companies that do not utilize AI-driven communications not only risk lagging operational efficiency, but can also struggle to meet the growing demands of compliance.
As Gutzeit pointed out, “An effective communication channel is the backbone of modern business operations. With C-suites, it's not just about enabling communication, it's about creating an efficient ecosystem governed by enterprise goals.
