<img src="https://d5nxst8fruw4z.cloudfront.net/atrk.gif?account=8jsvn1QolK10Y8" style="display:none" height="1" width="1" alt="">

Old MacDonald Had an App. AI…AI…Oh!

Posted by EmployeeChannel on 9.21.2017

The Practical Application of Natural Language Processing in Internal Communications

AI.jpgSource: Shutterstock

Internal Communications is the next great application for natural language processing (NLP). In fact, NLP has the potential to disrupt the landscape in employee engagement and communication.

NLP combines the power of artificial intelligence (AI), computational linguistics, and computer science to enable apps to understand human language. It enables apps to analyze, understand, and derive meaning from words and phrases in a natural language such as English. And it can be used to understand concepts and their relationships to each other. 

In marketing communications, NLP has been used to identify the content that customers are interested in and how they feel about the messages they receive. Specifically, NLP has been used to identify the sentiment in a customer’s natural language responses to a message—once the exclusive domain of humans. NLP can identify subjective information such as positive, neutral, or negative reactions to a message.

NLP has also been used to enable apps to have intuitive question-answer discussions with humans in text or spoken dialogue.

The practical application of NLP in internal communications is inevitable.

While plenty of opportunities exist, here are three ways to apply NLP and associated technologies to internal communications:

1. HR and Internal Communications teams could use NLP to tailor content to a target audience; specifically, communicators could:

  • Analyze text before sending out a message to make sure that it speaks to employees in their own terms, using language that they understand and respond to.
  • Analyze demographic information about the target audience (e.g., roles, locations) and past responses to determine a message’s relevance to the audience.
  • Analyze message attributes, such as how “readable” a message is.
  • Analyze the language of campaigns to determine the probability of messages evoking a particular response from employees.

In short, NLP could be used to make HR and Internal Communications teams more powerful, effective, and confident communicators.

2. Internal Communications and HR teams could use NLP to analyze employee comments, responses, or text-based messaging to managers or organizational experts, enabling them to:

  • Develop an understanding of employee sentiment.
  • Identify potential areas for employee development, more comprehensive messaging, or corrective actions based upon warning signs.
  • Analyze sentiment in concert with user engagement metrics to determine employee preferences, such as topics of interest or preferred devices for communication.

To shape a more effective communication strategy, HR and Internal Communications teams could use NLP to analyze online behavior and the types of content that employees will respond to favorably.

3. HR and Internal Communications teams could use NLP and machine learning to reduce employee effort and to create a more compelling employee experience. NLP and machine learning could be used to train self-service apps to:

  • Answer frequently asked questions with the one right answer.
  • Anticipate follow-on questions and provide associated content for a richer experience.
  • Provide personally relevant responses to employees based upon their profiles and pattern or history of content consumption.
  • Identify user preferences and publish content based upon employees’ needs, interests, and concerns.

In summary, HR and Internal Communications teams could use NLP and machine learning to provide the right message at the right time to more effectively engage employees.

The power of natural language processing holds great promise for boosting the impact and effectiveness of internal communications.

We’ve only begun to explore the many practical applications of NLP and machine learning in the development and delivery of internal communications that will create a compelling employee experience.

Topics: internal communications, employee communication

Human Resources Today