10.9 Case Studies of AI in Business Communication
Case Study 1: Maya’s Marketing Dilemma
Maya, a junior marketing associate, was tasked with writing a blog post on the latest industry trends. Feeling overwhelmed by the deadline, she turned to an AI writing tool to generate a draft. The tool produced a well-written and informative piece, saving her significant time and effort. However, Maya hesitated to disclose the AI’s involvement, fearing it might reflect poorly on her abilities. What should she do next and why? What should she consider in her decision?
Case Study 2: Clayton’s Confidential Chatbot Conversation
Clayton, a project manager, was struggling to brainstorm innovative solutions for an upcoming project. He decided to use a popular AI chatbot to bounce ideas off of. As he discussed project details, he realized he may have inadvertently shared confidential information about the company’s strategic plans and upcoming product launches. What should he have considered prior to beginning his AI-powered conversation? What should he do next and why?
Case Study 3: Amina’s AI Initiative
Amina, the owner of a thriving online boutique, is considering the role of AI in her business’s future. A recent surge in social media competition has made it increasingly difficult to maintain a consistent content calendar. As she and her team struggle to keep up with the demand for fresh, engaging posts, Amina is exploring AI tools as a potential solution. However, she’s cautious about their ethical implications and potential impact on brand authenticity. She’s considering developing an AI-use policy for her social media marketing team. What should she do next and why? What should she consider as she makes her decision?
Case Study 4: Chan’s Artificial Apology
Chan, an account manager at a construction management firm, receives an email from a long-time client that is filled with frustration and disappointment over their recent commercial construction project. The project had been delayed, over budget, and compromises were made on the original design due to a scheduling mistake. Chan feels embarrassed over the clear fault of his firm and knows he needs to respond promptly. Uncomfortable with writing such an apology, Chan turns to Google Gemini. He inputs the prompt: “Write an apology letter to an angry customer.” The AI generated a generic apology, expressing regret for the inconvenience and promising to rectify the situation. Chan copies and pastes the AI-generated response into a reply email to the customer and is about to hit “send.” Before sending this email, what should Chan consider? What should he do next and why?
