Artificial intelligence in internal communication

Advancing digitalization presents companies with new challenges in internal communication. A flood of information, a lack of transparency and inefficient processes make collaboration more difficult and reduce productivity. At the same time, modern technologies such as artificial intelligence offer innovative solutions for internal communication. This helps to optimize communication channels, reach employees in a more targeted manner and strengthen the strategic orientation of internal communication.

From Prof. Dr. Patrick PetersProfessor for PR, communication and digital media and Vice-Rector for Research and Teaching Material Development at the Allensbach University

Internal communication is a central component of a successful company, but it is facing increasing challenges. Employees are confronted with a flood of information on a daily basis, which not only impairs the efficiency of communication, but also carries the risk of important messages being lost. In addition, many companies lack transparency and personalization, which means that messages often do not have the desired effect. Especially in international organizations where teams work together across different time zones, there are often misunderstandings or delays. In addition, although new technologies, especially artificial intelligence (AI), offer great potential, they are often met with skepticism or uncertainty on the part of employees and managers. These challenges are not new, but the pressure to find efficient solutions is growing as digitalization progresses.

Automation and personalization of internal communication

The integration of AI into internal communication opens up numerous opportunities to meet these challenges. For example, intelligent chatbots enable automated yet personalized communication by answering frequently asked questions from employees in real time, thereby relieving the HR department. AI-supported systems can also help to disseminate messages in a more targeted manner by adapting content to individual interests and needs. Natural language processing (NLP) enables companies to analyze communication patterns and use data to design more precise, inclusive and effective communication. The potential of AI is also evident in speech recognition: automatic transcriptions and summaries of meetings can improve the flow of information within the company. Studies such as those by Balan and Sritharan (2024) show that AI is capable of lowering communication barriers and enabling faster and more precise dissemination of information.

In addition to increasing efficiency, the use of AI in internal communication also offers strategic advantages. A study by Harris and St. John (2024) highlights that AI not only changes the way companies communicate internally, but also has a significant impact on trust within organizations. Transparency can be increased through AI-supported dashboards and automated reporting, while intelligent sentiment analysis helps to detect and react to the mood within a company at an early stage. The advantage of AI is particularly evident in crisis situations: real-time data enables immediate communication and rapid adjustments to internal strategy.

High business relevance of AI in internal communication

While the operational efficiency of AI-driven communication tools is obvious, their strategic importance is particularly evident in long-term corporate development. Companies that effectively integrate AI into their internal communication can gain sustainable competitive advantages. This applies in particular to the areas of corporate strategy, innovation capability and change management. AI enables data-driven decision-making for the continuous optimization of corporate strategy by analyzing and evaluating communication flows. For example, it is possible to identify which topics should be prioritized within a company or which internal challenges exist. As a result, strategic decisions can be made on a more informed basis and communicated in a more targeted manner. Efficient internal communication is crucial for a company's ability to innovate and manage knowledge.

AI can also facilitate knowledge transfer by automatically filtering and providing relevant information. This enables employees to access valuable insights more quickly and develop innovative solutions. Companies that integrate AI into their knowledge management enable more agile collaboration and can react more quickly to market changes. In times of digital change, clear and transparent communication plays a crucial role in change management and corporate culture processes. AI-supported analysis tools help to monitor change processes in real time and adapt communication strategies accordingly. In this way, companies can ensure that their employees are better informed and positively support change. An open communication culture can be promoted through targeted AI-supported feedback systems, which strengthens trust in company management.

Artificial intelligence as useful support in internal communication

Another promising development is the use of generative AI models that are capable of composing personalized emails and chat messages or automatically logging meetings. Mohanty, Sahoo, Kabat and Alhadidi (2024) argue that the integration of such technologies not only reduces the communication effort, but also increases the accuracy and relevance of information within a company. At the same time, however, questions of data protection and ethical responsibility remain unanswered. The introduction of AI into internal communication therefore requires technological and organizational adjustments. This ensures that employees do not feel monitored and continue to have confidence in internal communication processes.

Despite the challenges, the advantages of artificial intelligence in internal communication outweigh the disadvantages. While traditional communication channels are often inefficient and difficult to personalize, AI-supported solutions enable individualized and transparent corporate communication. Studies such as those by Cuadros Zegarra, Barrios Aranibar and Cardinale (2024) show that companies that rely on AI in internal communication can achieve more efficient processes and higher employee satisfaction in the long term. However, the decisive factor will be how companies shape the transition to an AI-supported communication culture while taking ethical issues into account. The targeted use of AI can therefore significantly improve not only the efficiency but also the quality of internal communication. Nevertheless, the human being remains the central player - AI should not be seen as a substitute, but as a tool to support and strengthen dialog in companies and make it more effective.

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Balan, Y., Sritharan, N. (2024): Role of Artificial Intelligence in Business Communication. In: Journal of Contemporary Issues in Media & Communication, 4(1), 78-105. https://ejournal.usm.my/jcimc/article/view/4888.

Harris, K., St. John, B. (2024): Between Code and Trust: Public Relations and Organizational Ai Governance within the Trust Economy. https://doi.org/10.2139/ssrn.50603.

Mohanty, R. K., Sahoo, S. P., Kabat, M. R. & Alhadidi, B.: The Rise of Generative AI Language Models: Challenges and Opportunities for Wireless Body Area Networks. In: Raza, K., Ahmad, N., Singh, D. (eds): Generative AI: Current Trends and Applications. Studies in Computational Intelligence, vol 1177. Springer, Singapore. https://doi.org/10.1007/978-981-97-8460-8_6.