How emotionally-aware AI is reshaping global knowledge work

Imagine a world where we are no longer limited by geographical boundaries; where conversing in multiple languages across thousands of miles becomes as easy as a chat with the person sat right next to you; and where the barriers of language and cultural nuances have been replaced by seamless communication channels. 

Except you don’t have to imagine. Because that’s the world we now operate within. One where all of the tools we need to reshape and enhance global knowledge work sit in front of us on our desks, or even fit into our pockets. Laptops and smartphones are old news now, of course, but the apps and systems we can install on to them have developed almost beyond comprehension, and the Digital Age we live in has given rise to AI which goes beyond the functional and enters the realm of emotional intelligence. 

Next level AI 

The innovation and adoption of AI which could automate tasks, saving companies countless hours and enhancing efficiency and profitability, was hailed as a true leap forward in terms of business operations. But perhaps more exciting is the next advancement: more intelligent AI which has the capabilities needed to support not only practical tasks but also those which are more intellectual and intuitive. 

When it comes to global knowledge, we’re looking at analysis, design, and problem solving. All of this requires expertise, judgement and sometimes out-of-the-box thinking – and, especially when it comes to undertaking these projects and programmes in collaboration with colleagues across the world, deploying AI as an ‘extra team member’ has not only become advantageous, it’s almost essential. 

Clear communication 

It’s estimated there are at least 60,000 multi-national companies in the world right now, in addition 78% of companies responding to a McKinsey workforce survey stated they were hiring internationally for remote positions – meaning while we cannot accurately state how many organisations have cross-border teams, the number is likely to run into many hundreds of thousands. 

Where these teams are focused on global knowledge work, the nuances of their conversations and the clarity of their communication becomes even more essential. Projects that rely on effective analysis and decision making can essentially fall down completely if the proper structures aren’t in place to allow for effective collaboration. And it shouldn’t be overlooked that these international team members are being hired because of their knowledge and skills, as well as the differing perspectives they can bring to this specialised work, so failing to provide the tools which allow them to contribute effectively does both them and the business a disservice. 

Don’t translate, communicate 

This is where organisations can reap the benefits of the new capabilities associated with emotionally intelligent communication tools. The focus is no longer on simply translating words verbatim, but rather on digging deeper: understanding that we all use linguistic quirks like idioms; that our speech is influenced by the cultures which we have been exposed to throughout our lifetimes; and that an exact word-for-word transcript does not reflect tone, emotion or nuance. 

To be able to, in real time, offer an accurate portrayal of not only the words someone is saying, but also what they might mean by them, gives everyone a clear advantage. It enables those speaking different languages to pick up on tiny details which they may have never noticed with a literal translation, which can make a huge difference to the overall meaning of a conversation. 

And with that, AI has given us the potential to eradicate a huge amount of miscommunication from our global conversations. These tools account for the cultural differences which might make those from regions where straight-forward talking is preferred sound blunt to those who talk more indirectly due to their culture (and vice versa), to give just one example. They make sense of phrases that sound utterly bizarre when translated word for word, because they’re metaphorical rather than literal, phrases which native speakers may otherwise never realise are nonsensical to those speaking other languages. 

A collaborative reality 

There’s a solid business case to be made for investment in this new wave of AI technology for organisations operating across borders or hiring international remote workers. But there’s also a very real ‘people’ case to be made – after all, global knowledge work is all about enhancing value, knowledge and design, to the benefit of people everywhere. 

Bringing individuals from across the world on to a project without giving them the tools to contribute effectively is like inviting them to a meeting without having enough seats around the table for everyone. If they’re standing at the back of the room, they might pick up roughly on what’s been said, but their input won’t be heard in the same way, if at all, and the likelihood of them totally understanding their objectives and the complexities of the project going forward is very slim. 

By introducing AI tools for communication, we’re giving everyone the same opportunities, pooling all of their wisdom and insight together – resulting in the very best outcomes. These tools go above and beyond what was previously available, elevating their uses from basic functions up to more intuitive processes. We still need human intelligence, of course, in order to shape the future of global knowledge. But with emotionally-intelligent AI as the extra team member at that table, we have a clear advantage: for individuals, for businesses, and for the wider world.