Leverage AI and GPT-like technology to streamline contribution and search

Thierry Moncoutié

5 minute read

Generative and conversational AI can bring your employee experience to the next level by automating tedious writing tasks and helping contributors focus on creativity. It can also make content discovery a human-like experience, increasing employee engagement in content and resources. They will add to the existing AI-powered capabilities of the LumApps platform.

"The boundary between humans and technology as separate forces continues to disappear as new technologies are entering the workplace that not only automate and augment the work done by humans but actually enhance human and team performance," explained consulting firm Deloitte in their 2023 Global Human Capital Trends report.

Generative and conversational AI (the combined use of AI-powered technologies to automatically create content via natural language interactions with humans) has been brought to the center stage in the past few weeks. In the past months, hundreds of LinkedIn posts have outlined how OpenAI’s ChatGPT, DALL.E, and other AI innovations could help a large panel of personas—students, marketers, content managers, aspirational writers, designers, software developers, and more—in their respective activities by leveraging the language model to write music, code, books, and more, or create designs or videos, while communicating conversationally. Of course, the generated content still has to be fact-checked, refined, and aligned with the editor’s tone of voice.

That AI buzz is also fueled by the large sums of money invested in OpenAI over the last few years, including an estimated US$10 billion investment in January 2023, and the Microsoft and Google search-related booming announcements.

Drive new opportunities for businesses and employees

“The ability to separate signal from noise is critical in these moments, and the clear truth is that AI-based tools will soon become central to many of our collective software experiences,” forecasts Futurum research.

Indeed, as Deloitte explains, “today’s race is no longer about adopting AI or automating processes for efficiency, it is now about realizing value, driving outcomes, and unleashing the potential AI holds to drive new opportunities for our businesses, for our employees, and our society at large”.

Aside from obvious use cases in customer experience, generative and conversational AI can bring benefits to the workplace, both for employees and internal communicators, HR managers, community managers, and other stakeholders of an intranet, digital workplace, or employee experience platform: Tedious tasks are automated, saving time for creativity and more strategic activities. And the workforce is ready for this! In a 2022 global survey of 2,620 business leaders run by the consulting firm, 82% of respondents indicated their employees believe that working with AI technologies will enhance their performance and job satisfaction.

LumApps already embeds AI

The LumApps employee experience platform already leverages AI technology to better engage, enable, and empower employees, as we put people first and believe each employee is unique and deserves their own unique experience.

Inclusivity matters to our customers and us. To connect all employees, regardless of their language and location, the platform also leverages AI technology to deliver a content translation in multiple languages.

Similarly, speech-to-text AI-based algorithms are also leveraged to provide in a click the transcription of a video’s audio part and thus manage the subtitles with limited efforts while providing more inclusivity for employees who don’t speak the same language.

AI-based recommendations help workers find the most useful project-, practice-, or interest-based communities within their platform to foster knowledge sharing, collaboration, and adoption across the company. They also suggest the most relevant multimedia resources to employees, as part of their personal content feed.

LumApps platform also offers AI-based search that adapts to customer context, powered by technology such as Coveo, Google Cloud Search, or Microsoft Search, that enables employees to access key articles, news, videos, and other resources.

With our brand-new Digital Assistant, Natural Language Understanding (a ‘subset’ of AI technologies) enables employees to search conversationally in all available data sources of the company—LumApps, Microsoft 365, Google Workspace, knowledge bases such as the ones of ServiceNow, Zendesk, or Confluence, and more—and initiate workflows when needed. Search is performed from your LumApps web and mobile app, Microsoft Teams, Google Chat, or Slack.

Adding new AI-powered capabilities to the platform

At LumApps, we aim high and take a strong stance. We combine technology expertise with customer feedback and in-house experimentation to keep our solutions fresh and innovative.

We are working on additional use cases of generative and conversational AI technology to empower employees to do their work the best they can or to streamline contributors’ activities. Here is a sneak peek!

Refine search based on natural language queries. A conversational agent helps employees retrieve relevant and trusted resources and content from the organization’s knowledge bases—namely, the LumApps platform itself but also third-party bases of the organization’s IT stack, such as ServiceNow, Zendesk, or Confluence for example.

Suggest content topics and initiate copywriting. Based on contributors’ inputs, the conversational interface suggests content ideas (ideation), structure of an article or a post, and phrases and paragraphs, for them to edit and finetune, inputting their authentic voice and making sure it fits editorial guidelines, before delivering the content, thus saving time for more critical activities.

Expedite article summaries. Generative AI can be leveraged to automate the tedious copywriting of summaries of long-form content (articles, reports, technical documentation, and more): They contribute to employee consumption of those when they scroll a page with a featured content list or when they get search results.

Expand knowledge-sharing reach. When they need to share knowledge with colleagues, AI could also be leveraged to suggest to employees the most relevant communities where to post the content they wrote, based on content analysis.

Generative and conversational AI won’t make Internal Communicators' or Community Managers’ skills and expertise redundant. It will leverage them by expediting tedious tasks and enabling them to concentrate on value-added activities. As Forrester’s Vice President and Principal Analyst Jay Pattisall said: “AI won’t destroy creativity—it’ll save it!”

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