Purpose

Although the use of artificial intelligence (AI) has been estimated to be up to 56% in the last decade, the adoption rate of AI for communication activities is still low. The lack of in-depth literature on the subject, and the limited sharing of the experience gained by companies, limits the creation, dissemination and consolidation of understanding in this area. The purpose of this study is to solve the problem of the absence of knowledge, identification, skills development and introduction of an innovation (such as the AI in the business communication) in the company, with the principles of knowledge management (KM).

Design/methodology/approach

This study adopts the perspective of KM to provide guidelines for the definition of standards and facilitate the introduction of AI in business communication.

Findings

To the best of the authors’ knowledge, this study is the first to relate the perspectives of business communication, AI and KM, activating a virtuous circle between KM and AI. At the centre of the proposed model are people, processes and technologies, based on which KM represents the ideal perspective to define the implementation of AI. This is primarily from the perspective of augmented intelligence, owing to the inability of AI to completely replace humans in the business communication processes, as it lacks, among others, emotional intelligence.

Research limitations/implications

This study finds in KM a possible strategy to solve the problems faced so far in applying AI in business communication processes, providing a model capable of transforming and adapting itself to the context, thanks to the open approach.

Originality/value

This study contributes to the literature by linking the introduction of emerging technology (AI) in a specific process, such as business communication, from the KM perspective.

中文翻译：

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支持人工智能在业务沟通中的实施：知识管理的作用

目的

尽管过去十年人工智能 (AI) 的使用率估计高达 56%，但人工智能在通信活动中的采用率仍然很低。由于缺乏关于该主题的深入文献，以及公司所获得的经验分享有限，限制了该领域理解的创造、传播和巩固。本研究的目的是利用知识管理（KM）的原理，解决公司缺乏知识、识别、技能开发和创新（例如商业沟通中的人工智能）引入的问题。

设计/方法论/途径

本研究采用知识管理的视角，为标准定义提供指南，促进人工智能在商业沟通中的引入。

发现

据作者所知，本研究首次将商务沟通、人工智能和知识管理的视角联系起来，激活了知识管理和人工智能之间的良性循环。所提出的模型的中心是人员、流程和技术，基于此，知识管理代表了定义人工智能实施的理想视角。这主要是从增强智能的角度来看，因为人工智能缺乏情商等，无法在业务沟通过程中完全取代人类。

研究局限性/影响

这项研究在知识管理中发现了一种可能的策略，可以解决迄今为止在业务通信流程中应用人工智能所面临的问题，通过开放的方法提供一种能够自我转换和适应环境的模型。

原创性/价值

这项研究通过从知识管理的角度将新兴技术（AI）的引入与特定流程（例如业务沟通）联系起来，为文献做出了贡献。