29/10/2025 – If the company always needs to develop communication to manage users, customers and market, it will now inevitably be equipped with Artificial Intelligence systems, applied inside and outside.
I.A. uses increasingly advanced and refined self-learning algorithms and protocols, to the point of now offering telephone answering systems to customers that are totally superimposable and almost impossible to recognize as artificial, by verbalization and by tonality.
This opens up new scenarios with more unpredictable implications for those involved in communication, especially in the final phase of the relationship with the user and in CRM systems.; and when the integration between AI models is completed. to create and set contents with those to bring them to their destination in multimedia form, the company will be able to consider itself completely managed by Artificial Intelligence, albeit with the supervision of communication managers in always verifying that the contents are correct and that their representation produces the expected result.
Ma … there is a “Notes of an explorer” ! If there are two companies operating in the same sector, they manage the same types of relationships with standard users, same needs and same services, same input from managers, what happens ? How effective this communication can be, in creating an effective sense of belonging on the part of customers to this or that company ?
The correlations between premises and objectives are the result of the competent and lucid work of an algorithm, very little changes between one instruction and another.
Where we came to realize that the A.I. it is almost infallible and increasingly advanced, pay attention to what that specific human being asks for, where the boundary of the term therefore arrives “artificial intelligence” ? We will really have a future like the one depicted in many sci-fiction or science fiction films, with humanoid robots capable of completely replacing us (at least for the good things and for the many social implications that this brings) ?
PROBABLY YES, but only under one condition ! That we humans will be able to identify that edge of Artificial Intelligence, starting from which one enters the so-called Relational Intelligence !
It's not about editing and overlaying, how much to integrate. The principle of relational intelligence is absolutely “human centric”, aims to create the best relationship between two interlocutors, enhancing their respective roles rather than creating a hierarchy, which in fact happens in the case of a leader or someone who instructs an algorithm, maintains the hierarchy. He already talked about it in 2009 Steve Saccone in the essay “Relational Intelligence: how leaders can expand their influence through a new way of being smart “, in which he explored how relational intelligence supported leadership by contextualizing relational environments, the dynamics of influence, building awareness in relationships.
Therefore, if our Artificial Intelligence is inserted into a different relational context, in which we deal with the relationship (which seems absurd, talking about something artificial and inanimate from a biological point of view) and she takes care of the data, we could end up having a real interlocutor rather than just a very powerful tool.
Fear of it all ? Fear of spreading alienation and inability to play a role ? Beh, the fault will never be of the instrument, but simply ours ! So let the investments proceed in the direction of technologies and in the study of standards, but are also aimed at the training and specialization of the AI model development manager. in the company. A role that should not be just technical or just relegated to the production of content, but who should also be involved in the field of human resources, from a humanistic and sociological perspective, because with A.I. we will have to get used to interacting more and more.
Organizational support, relational, of a team to work with in a relational context is very important. And let's realize that today the relational context must include AI. , with whom we must collaborate, involving it in our human protocols of training and evolution. A team meeting should include AI listening, because real-time interaction, with learning the ways and tones of the relational context, it will help the system to understand us better and consequently strengthen our respective roles.
Every manager, supported, motivated and oriented by your manager, will have to do the same with the A.I. . The integral application of a model “peer mentoring” which will allow you to create an effective and increasingly precise relational environment, hence the various members (including A.I.) they will be able to draw inspiration and ability to create the best responses to the market.
So if the initial question, with tones of concern from many, era: “l’I.A. will take over and make us live like in a science fiction film? “, the answer could be “And !” , but with the peace of mind of having strengthened our leadership role towards him.
Author: Davide Diurisi (www.linkedin.com/In/davidediurisi)
