5 ways generative AI is transforming communications platforms

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Generative AI, or GenAI, is set to reshape communications platforms with enhanced security, automation, and real-time engagement. Gartner predicts that by 2026, more than 80% of enterprises will use GenAI APIs or models in production, highlighting the growing integration of AI in business operations.

Furthermore, a recent poll found that 38% of leaders prioritize customer experience and retention when deploying large language model-based applications.

At the same time, AI-powered threats are escalating, posing risks to businesses and critical infrastructure. Entrust’s 2025 Identity Fraud Report revealed that in 2024, a deepfake attack occurred every five minutes, impacting various companies.

Given these rapid advancements and emerging threats, the question is no longer if businesses should adopt AI-driven communication platforms but how to do so securely and effectively.

Are you looking to adopt secure, open-source AI-driven communications platforms? Let’s explore five ways GenAI transforms communications platforms.

5 ways generative AI is reshaping communications platforms

Enterprises are increasingly investing in GenAI, deploying real-world applications. A recent Gartner poll found that 55% of organizations are already piloting or using generative AI in production, with over half increasing their investment in the last 10 months.

From real-time language translation to AI-powered personalization, here are five ways GenAI transforms communications platforms:

1. Enhanced content creation and dynamic responses

It’s not surprising that AI-powered communications tools can generate text and suggest responses in real time.

With advancements in large language models like GPT-4, DeepSeek, and Claude 3, you can create more context-aware, accurate, and adaptive responses at scale.

Faster, smarter customer service

AI-powered tools help service teams respond quicker and more efficiently. Salesforce reports that 90% of service professionals using generative AI say it helps them serve customers faster.

In enterprise communication, tools like Google’s Gemini AI and Microsoft Copilot provide intelligent response suggestions while ensuring consistency and accuracy.

Crisis management & incident response

AI is not only for customer support – it can transform internal collaboration and crisis management. AI-generated responses improve incident response and crisis communication.

For example, in communication platforms like Slack, AI can resolve incidents by:

Using solutions from across your organization
Accessing critical discussions without endless scrolling

Previously, users had to manually search, reference multiple threads, or leave Slack for information. Now, AI streamlines collaboration and responds efficiently without switching platforms.

Beyond Slack, AI enhances collaboration in communication platforms like Zoom. It automates meeting summaries and provides real-time message suggestions.

AI in government & high-stakes environments

Even the Government and critical infrastructure sectors are integrating AI-driven communication tools to improve efficiency and security.

The U.S. Department of Defense (DOD) released its AI Adoption Strategy in November 2023 to accelerate AI use in military operations. The strategy emphasizes faster decision-making and resilient communication systems.

Superior battlespace awareness: AI enhances situational understanding for real-time responses.
Adaptive force planning: AI-driven tools improve coordination and mission execution.
Resilient communication networks: AI strengthens secure and uninterrupted communication in high-stakes environments.

With AI-powered communications platforms, you can optimize business communication and make effective decisions in high-risk, mission-critical environments.

2. Improved personalization and contextual engagement

Producing personalized content at scale has become a reality. Previously, LLMs struggled with content accuracy and generated generic and flawed content.

Now, with advanced AI models and multimodal capabilities, AI-driven communications platforms can deliver highly tailored interactions.

AI-optimized personalization

More communications platforms are adopting AI-driven solutions to enhance engagement, delivering customized messaging and real-time responses.

For example, Meta introduced AI-generated characters across its social platforms. These AI personas interact with users and share AI-generated content, mimicking real user accounts and enhancing user engagement.

However, this approach isn't without challenges. Critics warn about the risk of misinformation and low-quality content. Still, Meta’s CEO, Mark Zuckerberg, sees AI-driven experiences as a long-term investment, with early adoption trends showing positive results.

Why personalization matters for business

Personalization is imperative for customer engagement, with 89% of marketing decision-makers considering it essential for business success in the next three years.

However, are large organizations truly delivering personalized experiences? According to industry insights:

89% of marketing decision-makers consider personalization essential for business success over the next three years.
While 85% of businesses believe they offer personalized experiences, only 60% of consumers agree.
Omnichannel personalization remains a challenge, with just 24% of companies successfully investing in it.

What’s more concerning is that Gartner’s 2020 survey found that 63% of digital marketing leaders still struggle with personalization, yet only 17% use AI and machine learning to improve it.

AI-driven personalization: The shift in 2023-2024

Despite past struggles, the impact of AI-driven personalization is evident in recent times. According to Twilio:

92% of businesses now leverage AI-driven personalization to drive growth
73% of business leaders agree AI will fundamentally reshape personalization strategies

The question you must ask is: How do we implement AI into our communication strategy without compromising quality, authenticity, and trust?

3. Real-time language translation and sentiment analysis

Advanced AI models now provide real-time, near-human-quality translations. Google Translate improved its neural machine translation accuracy, achieving over 94% translation accuracy.

Familiar tools like Zoom offer AI-powered live translation, while Microsoft Teams provides AI-driven multilingual captions, improving global collaboration, but they are not accurate.

AI-powered translation: more accurate and scalable

With generative AI, translation is accurate and scalable. GenAI learns from entire sentence structures and produces adaptive translations.

GenAI translation tools like Lokalise use a translation management system, so you can translate content, manage translation projects, and collaborate via APIs and automation.

Most genAI translation tools, including Lokalise, leverage OpenAI models for contextual understanding. While you can also use ChatGPT for translations, it lacks dedicated translation-specific optimizations.

Sentiment analysis for contextual communication

AI sentiment analysis interprets tone, emotions, and intent in real time, ensuring messages are adjusted based on user sentiment.

With sentiment analysis, you can:

Detect customer emotions: Identify frustration, satisfaction, or confusion in messages.
Improve customer interactions: Adapt responses based on sentiment to enhance user experience.
Prevent misinformation and hate speech: Platforms like Twitter (X) use AI to filter harmful content.

4. Streamlined automation and productivity enhancements

Everyone is integrating AI-powered automation to improve response times and optimize communication processes.

It’s no surprise that communication platforms like Slack and Microsoft Teams have already integrated OpenAI’s ChatGPT and other generative AI tools to streamline operations.

McKinsey’s 2024 survey finds that 65% of organizations now use generative AI in at least one business function, nearly double from last year.

The biggest adopters? Marketing, sales, and IT teams. They are using AI to automate workflows.

Key enhancements with generative AI

Automated drafting & responses: AI-powered tools like Gmail’s Smart Compose and Zoom AI Companion can draft emails, chat replies, and meeting summaries.
AI scheduling & coordination: Microsoft Copilot in Outlook and Teams automates calendar scheduling by analyzing priorities, availability, and past interactions.

By embedding AI into core business functions, you can move beyond basic automation and fundamentally change how businesses operate.

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5. Driving innovation in customer service and collaboration

Do you choose next-generation chatbots or virtual assistants? Both are innovative tools that enhance customer experience with efficient workflows.

AI-powered chatbots use machine learning and natural language processing (NLP) to handle complex customer inquiries.

Generative AI chatbots are a step ahead

Generative AI chatbots can generate human-like responses, manage multi-turn conversations, and provide personalized recommendations.

Gartner predicts that by 2027, chatbots will become the primary customer service channel for roughly a quarter of organizations.

In fact, 54% of companies were already using some form of chatbot, virtual customer assistant (VCA), or other conversational AI platforms for customer-facing applications as of 2022.

Challenges in evaluating chatbot performance

Do you struggle with identifying actionable metrics for evaluating chatbot performance? Gartner points out that many businesses do, hindering their ability to maximize ROI.

Gartner highlights key metrics that are crucial for improving chatbot effectiveness, such as:

Goal Completion Rate
Abandonment Rate
Handling Time

This ensures that chatbots evolve in line with customer expectations.

Real-world example: Bank of America’s Erica

Bank of America’s Erica, a virtual assistant, utilizes generative AI to provide banking assistance. Erica handles over 2 million client interactions every day, helping with everything from everyday financial tasks to sharing a light-hearted joke.

Since its launch, Erica has responded to 800 million inquiries and provided personalized insights more than 1.2 billion times. The virtual assistant proactively delivers valuable insights, such as:

Managing Subscriptions (2.6 million interactions per month)
Tracking Spending Behaviors (2.2 million interactions per month)
Monitoring Deposits and Refunds (2.1 million interactions per month)

Erica interacts with users in a human-like manner, offering insightful and personalized experiences.

How Rocket.Chat is leveraging generative AI

Rocket.Chat has been steadily integrating generative AI capabilities to make conversations more efficient, reduce manual workloads, and help teams access knowledge more quickly.

In partnership with Amazon, we developed an AI-powered healthcare platform that reached 30 million Brazilians, enabling real-time diagnosis, reducing hospital strain, and providing critical insights to government agencies.

Now, we are expanding our AI capabilities to revolutionize enterprise and government communications platforms. Here are four things to know:

Open-source flexibility

Rocket.Chat is an open-source communication platform. You can host self-managed AI models and integrate generative AI capabilities while maintaining full control over your data.

With on-premise deployment, you can tailor AI tools to your specific requirements while ensuring the highest level of security and data sovereignty.

Full control over data storage and usage
Customizable to fit specific workflows
Reduces reliance on third-party AI providers, mitigating potential data privacy risks

Robust integration capabilities

Rocket.Chat integrates with a variety of communications platforms and AI tools, including LLMs and advanced AI resources.

If you lead a government agency, work in defense, or manage critical infrastructure, you can augment your internal knowledge base with proprietary data, ensuring secure and accurate responses.

Rocket.Chat uses Rubra.ai and the Retrieval Augmented Generation (RAG) pipeline to enhance LLMs with in-house intelligence, ensuring responses are accurate, contextually appropriate, and secure.

Integrates smoothly with existing systems
Provides contextually relevant responses
Leverages cutting-edge AI models and data pipelines

Enhanced security and scalability

Your sensitive data remains within your infrastructure, ensuring proprietary information is not exposed to external providers.

Rocket.Chat is built for regulated industries like government, defense, and critical infrastructure, providing air-gapped collaboration and advanced end-to-end encryption for secure communication.

With a secure and scalable infrastructure, you can integrate AI tools without compromising data security.

Stores and processes data on-premise, reducing exposure to external risks
Supports expansion without sacrificing security or performance with scalable AI infrastructure
Aligns with industry standards, including ISO 27001 and federal security frameworks

Future roadmap

We launched the Rocket.Chat AI beta with Llama 3. We’ll expand support for additional LLMs and more advanced data ingestion pipelines.

We’re refining AI-powered applications for more specialized use cases in defense and government. Expect advanced summarization capabilities, greater contextual understanding, and deeper integration with critical business functions.

Final note

Generative AI is transforming how you communicate with internal teams, external partners, and stakeholders. Communication platforms like Rocket.Chat help by:

AI-driven automation: Streamlines workflows with automated responses and intelligent message routing.
Enhanced security & data sovereignty: Keeps sensitive data on-premise, reducing exposure to third-party risks.
Context-aware AI assistants: Improves accuracy with in-house knowledge bases and secure data processing.
Seamless integration with LLMs: Supports scalable AI adoption without compromising security.
Future-ready AI roadmap: Expanding LLM support, advanced summarization, and deeper business integration.

AI-driven innovation is essential for secure, efficient, and scalable communication. Harness AI for your communications while maintaining control over your data.

Ready to integrate AI securely? Reach out to our team to learn more.