Scaling internal commms engagement when your employees are remote

A case study of an internal comms revamp, with a little help from AI.

At Ragan’s Employee Culture and Communications Conference, Geoffrey Miller, employee engagement director at Genesys, shared a case study of how his organization worked to improve its internal comms practices. Genesys is a mostly remote company, and Miller said that there were numerous challenges the organization faced in bringing their internal comms efforts under a centralized umbrella.

“Company knowledge was scattered,” he said. “When we got to the point where that knowledge needed to be improved, that’s when we looked at coming to a centralized, purpose-built platform.”

Miller went on to say that through an audit of its processes, Miller’s team discovered that in many cases, his colleagues weren’t easily able to navigate the organization’s intranet.

“Your audience can tell when things aren’t working well,” he said. “They feel friction and pain points.”

During the revamp, the internal comms decided to enlist the help of AI to cut down on the confusion of search functions. In Genesys’ case, AI help came in the form of an AI-assisted response search box for employee queries.

“Search failure rate was almost 20% — that’s one in five people not finding what they were looking for,” Miller said, “Now it’s under 2% —and continuing to go lower.”

Miller added that AIs are even being trained on Genesys’ unique communications style as well.

“We’ve been trialing a version of ChatGPT Enterprise with a writing assistant trained on our style guide,” Miller said.

To check out the full talk, watch the video below.

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