Use of Artificial Intelligence (AI) in different functions of an organization

There are a number of ways in which Artificial intelligence is being used in different functions within an organization. Some of the common real-life applications include:

Customer Service:

Artificial intelligence is increasingly being used in customer service to provide more personalized and efficient service. AI can be used to handle customer queries, complaints and requests automatically. It can also be used to identify customer sentiment and intentions. Additionally, AI can be used to generate automatic responses to customer queries, and even provide recommendations for products and services.

Sales & Marketing:

The use of AI in sales and marketing is still in its early stages, with most companies only beginning to experiment with the technology. However, there are already a number of ways in which AI can be used to improve the sales and marketing process, from automating repetitive tasks to providing insights into customer behaviour.

One of the most common ways AI is being used in sales and marketing is through the use of chatbots. Chatbots can be used to automate the process of lead generation, qualification, and follow-up. By providing a natural language interface, chatbots can interact with potential customers in a way that is both efficient and human. In addition to chatbots, AI can also be used to personalize the sales and marketing experience for each customer. By analysing customer data, AI can identify the needs and preferences of each individual and provide them with tailored content and offers. This type of personalization can lead to increased customer satisfaction and conversions. AI is also being used to create more realistic and lifelike avatars for sales and marketing purposes. These avatars can be used to provide a more personal experience for customers, as well as to simulate realistic customer interactions.

Human resources:

There are a number of ways that artificial intelligence (AI) can be used in HR. AI can be used to help with recruiting and hiring, as well as to manage employee performance and development. Additionally, AI can be used to create a more efficient and effective HR department overall.

Recruiting and Hiring: AI can be used in a number of ways to help with recruiting and hiring. For example, AI can be used to help identify potential candidates for open positions. AI can also be used to help screen candidates, by reviewing resumes and conducting initial interviews. Additionally, AI can be used to help identify which candidates are the best fit for specific positions.

Performance Management: AI can also be used to help manage employee performance. AI can be used to track employee performance data, such as productivity levels and attendance. Additionally, AI can be used to identify patterns in employee performance, which can help managers make decisions about development and coaching. Additionally, AI can be used to create individualized development plans for employees.

Overall Efficiency: AI can also be used to create a more efficient HR department overall. For example, AI can be used to automate HR tasks, such as on boarding and performance reviews.

Product development:

Artificial intelligence is being used in product development in a number of ways. One common use is in the area of design. AI is being used to create prototypes and to test products before they are released to the market. This helps to ensure that products are of high quality and that they meet customer needs. It is also being used to improve existing products and its features. AI is also helping the function in understanding customer needs, preferences, analysing data to find new patterns and trends.

In addition to above, few common use of AI in an organization irrespective of the function are as follows:

Task automation: AI can be used to automate tasks that are currently being done manually. This can help to improve efficiency and accuracy, and to free up employees to focus on more value-added activities.

Decision making: AI can be used to help with decision making in a number of ways. For example, it can be used to identify patterns and correlations that human beings may not be able to see. It can also be used to generate recommendations or predictions.

Insights: AI can be used to provide insights into data that can help organizations to make better decisions. For example, it can be used to identify trends or to predict future behavior.

By
Prof. Pradeep Verma
Assistant Professor
Area Chair – IT & Business Analytics