CIO OPINION
AI is used for design and development of communications templates and generative AI to analyse sample data , informing the structure and production of future documents .
Wayne Toms , CEO Ghostdraft
Leveraging AI for customer communication management
The smart and calibrated use of AI is a great example of how technology supports a transformative evolution of businesses ’ capabilities to create mass communication that is personalised , compliant , well-designed , dynamic and fast , writes Wayne Toms at Ghostdraft .
Hardly a day passes without someone , somewhere , speculating about Artificial Intelligence , and whether we , as businesses and society at large , can and should trust the technology . While much of the fear mongering is based on hearsay and outright speculation , there certainly are legitimate concerns . However , businesses and consumers have more than enough reason to believe and trust AI ’ s ability to add significant value to their processes and lives .
Customer communication management , CCM , infused with complementary AI , has literally shifted the goalposts for what businesses can achieve with personalised , accurate and compliant customer communication at scale .
If we cast our gaze back towards CCM , use of AI is specifically focused on supporting the generation of documents to capture contractual agreements between companies and their customers quickly and accurately . CCM is an absolutely crucial part of modern customer communication .
Gone are the days when document automation was sufficient . The smart and calibrated use of AI is a great example of how technology supports a transformative evolution of businesses ’ capabilities to create mass communication that is personalised , compliant , welldesigned , dynamic and fast .
If a company cannot communicate clearly , quickly and accurately to its customers , it will lose them . AI is
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