Business Communication Innovative Project

IMPACT OF CLOUD COMPUTING AND AI ON BUSINESS

COMMUNICATION
By – Rishab Sengupta (2K20/DMBA/101)
Yash Saroha (2K20/DMBA/101)

ABSTRACT

There has been a rapid growth in technology in the last decade. The rate of growth per year is also
increasing at a consistent rate, which has led to innovations in the field of computing as well as
Artificial Intelligence. They are now treated as specialised fields of research and have become quite
prominent within and outside of the business domain. These technologies have appeared as a new
solution to various problems in different fields. Many small, medium and large businesses are
adopting the use of such technologies because of a number of reasons such as computing resources,
reduced costs, automation, on demand services and much more. The impact of these technologies has
been far reaching and have the potential to fundamentally change the way business communications
are handled.
 1. INTRODUCTION
The age of information and technology, massive amount of computing and artificial intelligence is
needed to generate the insights of business and build a competitive advantage. Technological
innovations, like cloud computing (CC), Artificial Intelligence assist firms in gaining intensity
and strategic advantages. The traditional way that company use to process their data is by cloud
computing which is provided by their in house data centres.
Cloud Computing may be defined as the process of delivering the on-demand computing services
which includes different applications to storage and also the processing power mainly over the
internet and on a pay-as-you-go basis. It majorly deals with providing the outsourcing services to
different organizations which might not require to build their own computing infrastructures or the
data centres, and therefore can use the different applications and storage services. For the usage of
certain required services, the organizations and firms need to only pay the specified amount, which
reduces the overall costs of operations (which might have occurred because of the installation and
infrastructure).
The rapid advances in machine learning over the past few decades have paved the way for a dramatic
increase in a new generation of sophisticated intelligence systems (AI) that can perform tasks
independently. AI is undoubtedly the most important technological invention of our time; its impact
on flexibility is felt in almost all public sectors. While the changes that can happen because of the
use of A.I. are still not confirmed, but A.I definitely has the potential to change the workplace in the
organizations and can also impact the communication in the business and organizational scenario.
The impact of Artificial Intelligence in the context of organizations and businesses is yet not very
clear and understandable, also not a very simple and easy process to understand. There are several
questions arising in the workplace regarding the use of artificial intelligence like- 1- What is the
basic premise of A.I.? 2- How does A.I. Work? 3- What would be the impact of A.I on the jobs and
employment opportunities? 4- What different skills would be needed in the automated workplace?
Business communication literature related to AI and cloud computing is still rare, taking this as an
opportunity, the paper proposes a framework that will describe both where AI and cloud computing
stands today and how will they evolve. Thus, an agenda for future research can be, how AI and cloud
computing may affect business communication. The present paper’s goal is to evaluate the state of
cloud computing and artificial intelligence research.

2. LITERATURE REVIEW

A. (Dar, 2018), Concludes that rapid growth of computing resources in recent past, Cloud Computing
majorly deals with providing the outsourcing services to different organizations which might
not require to build their own computing infrastructures or the data centers, and therefore can
use the different applications and storage services. Every business be it small, medium, large
are making their way into cloud computing. For the usage of certain required services, the
organizations and firms need to only pay the specified amount, which reduces the overall
costs of operations (which might have occurred because of the installation and infrastructure).
 The paper talks about various advantages, challenges and different solutions or suggestions of
cloud computing.

B. (Maggiani, 2009), Concludes that Cloud Computing may be defined as the process of delivering
the on-demand computing services which includes different applications to storage and also
the processing power mainly over the internet and on a pay-as-you-go basis. The paper
suggests that cloud computing offers a way for humans to expand their local computing power onto
the (seemingly) infinite processing power of the Internet. This results in changing method of
communication. The author conveys that a lot of companies and educational institutions have just
begin to realize the benefits of cloud-based applications.

C. (Prof.Vivek Ambare, 2019), This paper covers the basics and background of Artificial Intelligence, the
current work that is going on in the field of AI and development of AI. The paper also suggests that
for Future research on AI it is very important to understand the basic concept of AI and this paper
covers basic fundamentals which are needed for further research on this field.

3. IMPACT STUDY
3.1 Artificial Intelligence

While the changes that can happen because of the use of A.I. are still not confirmed, but A.I
definitely has the potential to change the workplace in the organizations and can also impact the
communication in the business and organizational scenario.
The impact of Artificial Intelligence in the context of organizations and businesses is yet not very
clear and understandable, also not a very simple and easy process to understand. There are several
questions arising in the workplace regarding the use of artificial intelligence like- 1- What is the
basic premise of A.I.? 2- How does A.I. Work? 3- What would be the impact of A.I on the jobs and
employment opportunities? 4- What different skills would be needed in the automated workplace?

3.2. The Basics of Artificial Intelligence

A.I. is a term that consists of multiple types of the computerized programs or algorithms. In
reference to the artificial intelligence it can include different segments i.e. -Anything related to Facial
Recognition, Neural Networks, to the machine learning etc. There are various different segments or
components of artificial intelligence or the places where it can be used. The basic understanding of
the artificial intelligence in the human context is the application and use of human robots and
machines that can displace the human efforts and jobs. But in the real scenario, Artificial Intelligence
is much wider or broad concept in relation to that. The basic understanding and the application of
A.I. is yet not very much clear in the normal context. As per the definition of A.I. according to
different sources, "To be true AI, the technology must first learn from known inputs, then derive
additional layers of abstraction to reach predictions that refines itself as the machine learns."
And in reference to the business field, the applications of artificial intelligence can be broadly
classified or divided into 2 categories-:
3.2.1. Machine Learning
Machine Learning is a type of Artificial Intelligence that provides computers or the systems
with the ability to learn without being programmed. The machine learning generally works by
examining or observing a large volume of data and uses patterns in that examined data to
enhance a program’s understanding and resulting the predictions. An Example of the machine
learning can be the online video streaming services that predicts and shows different contents
on the basis of previous watch lists or the activities carried.

3.2.2. Natural Language Processing

Natural Language Processing consists of the technology that reads, understands and responds
to the conventional language. An example of the Natural Language Processing can be chat
bot. It is used to extract information and data from the ambiguous and unstructured data sets
like the conversation. Different elements like the context and tone can also be interpreted by
the computer. The most common applications of the natural language processing is
translation and speech recognition.

The innovative algorithms that runs the above mentioned technologies can be applied to
different uses- both the consumer as well as business uses. These technologies can change the
workplace and can have a strong impact.

3.3. Impact of A.I. on the Jobs

As we all have read various articles and information regarding the impact of artificial
intelligence on the jobs or employment in different sectors. With the introduction of artificial
intelligence there have been constant rumors or predictions regarding the loss of jobs or the
negative impact of it on the employment. In addition to this, there has been no shortage of
headlines consisting of robots taking the jobs or ordinary people due to the development of
artificial intelligence. Whereas on the other hand it is very much clear and observatory that
with the invention or development of any new sector or technology there may be some job
losses but on the contrary there would be more number of jobs created and the overall
employment opportunities for the people would always increase. Therefore the above
mentioned situation can only be considered as the job shift or the job transition from one
sector to other. While we still are not very much clear about what change would the artificial
intelligence bring in respect to the nature of work and jobs but while relating with the
previous inventions and development we can definitely say that in the overall scenario or in
the broader aspect the jobs or nature of work would definitely improve and enhance.

3.4. Skills that matter in an A.I. driven workplace

According to the different studies and researches conducted, people believe that computer
would take over and dominate all the different fields but paradoxically most of the population
believe that with the development of artificial intelligence in the workplace, there won’t be
any effect on the nature of their jobs and the skills required for that won’t be changed. The
above prediction cannot be held true because with the introduction of A.I. there are specific
sectors or jobs that are completely changed and many jobs are displaced by the artificial
intelligence. Different processes like Hiring, employing, customer support, data analysis,
finance related works etc. have the highest chance of getting replaced by the artificial
intelligence. On the other hand, the major disadvantage for the technology like artificial
 intelligence is that in certain specific sectors which has possibility of getting displaced, the
need for the human interaction and human involvement would still be required and essential.
For ex- In the case of customer support, people would like to interact with the customer
executives in order to convey their problems or issues rather than being involved with the
automated system and process. Therefore in these specific customer centric processes there
would always be requirement and preference given to the non-automated system. And in
reference to the reasons stated there would be certain skills that would be required -
 Dealing with Ambiguity.
 Understanding the emotion of others.
 Leveraging Credible Expertise.
 Determining Reliability of information sources.
 Influencing Others.

3.5. Impact of Artificial Intelligence on different Business departments

3.5.1. Human Resources and Recruitment

The impact of artificial intelligence on the human resources department includes different factors
like the changes in –

 Talent Acquisition
The impact of A.I. in human resource can be best observed in the case of Talent Acquisition, for the
different steps involved like the employee sourcing, screening their resumes, interacting with them
using chat bots and also using the face recognition system to recognize the emotions of the
candidates.

 Employee Engagement
With the introduction of NLP, chat bots and sentiment analysis the employee engagement or the
employee interaction have become very easier for the organizations. They can contribute towards a
more effective and efficient employee engagement process.

 HR Management
There are numerous amount of software and technology systems that can help the human resource
personnel in the organizations. Various technologies and software have made it very easier for them
to carry out all different operations like maintaining leave status, employee salary information,
employee appraisals and rewards system etc.

 Performance Management
For the performance management systems, the artificial intelligence provides the real time support or
the real time reporting which helps in maintaining the records and performance on the day to day
basis and also helps in avoiding the errors by providing the solutions in a very short span of time and
also increases the overall performance of the employees.

 Marketing and Sales

Customer Support
In the case of customer support, the artificial intelligence application mostly used is the chat bots.
Deep Learning and AI-powered Chat bots allows businesses to access the layers of data from the
neural networks such as customer data and information, which have been built up over time. 
When filled with real-time access to the preferences that customers come with and their purchase
history, chat bots prove to be a good alternative to several customer representatives.

Content Creation
For the content creation problems like curating the same layout or similar patterns again and again,
there are various A.I. applications like Wordsmith which can help to transform a series of data into a
specified word document. Therefore it can be used to ease the Content Creation problems in the field
of Marketing and Sales.

Emotion Recognition
The best use of A.I in the marketing and sales domain is to recognize and predict the emotions of the
customers regarding any specific product or brand. This can help the organizations in developing an
effective targeting strategy and also better consumer products which would ultimately help in the
organization’s success.

Sales Forecasting and Optimization of Lead Generation

Another Important Feature for the application of A.I. is to upgrade the sales forecasting and the
optimization of lead generation for the customers. In the case of sales forecasting, the organizations
can use A.I. to predict the future sales and revenues by comparing and analyzing it with the past
trends. It can help to provide a better analysis of the future sales and can also upgrade and optimize
the generation of leads/ new customers.

 Finance

Accounts Payable
There are a number of AI-based invoice management system that makes invoice processing a lot
more streamlined because of the digital workflows which are implemented. To achieve this, the
machine learning algorithms are designed in a way to learn accounting codes which are appropriate
for invoice creation and management.

Procurement
The procurement processes of the organizations includes a lot of paperwork and similar tasks. With
the use of A.I. in the procurement process can help the organizations to reduce the paperwork and to
easily formulate and implement the tasks. It will also help in reducing the overall time taken for such
processes.

Audits
The digitalization of audit process helps in increasing the security by allowing a digital trail of when
the file was accessed and by whom. Using Artificial Intelligence, auditors will get real-time access of
the digital files, thus removing the need to search the files cabinet for documentation – something
which not just lowers the time gap in getting access to the information but also makes the whole
process a lot more efficient.

Expense Management
The artificial intelligence applications can be used for the expense management activities in the
financial domain as artificial intelligence can help in employing the required machines and necessary
resources to read the receipts, audit the expenses and then alert the finance team in case of any
discrepancy.

 Operations Management

Log Analysis
Analysis of log in the case of operation management is one of the advantage of the artificial
intelligence. Every layer of the stack – operating system, server, hardware, and applications – leaves
traces of data stream which can be gathered, stored, processes, and then analyzed by the Machine
Learning algorithms. In this way the specific algorithms designed can help in better log analysis for
the operations management.

Capacity Planning
For the planning of the resources and needs related to the capacity building and management, it
requires a very complex process and effort. Artificial Intelligence helps in defining right
specification of the hardware or for selecting the right instance type in public cloud.

Cost Management
From the operations management point of view, the use of artificial intelligence helps in the cost
management process. It can make the process more accurate as well as more automated and more
time efficient. It can also help to lower down the costs and expenses related to it and can overall help
in the Cost Management of the organization.

3.6. Impact of A.I. on Communication in the Workplace

In the recent years, there has been various technological disruptions in order to upgrade and enhance
the user experience and customer needs. There has been different technological advances in order to
make both the personal as well as professional life easier. AI is present in all aspects of the life:
When you ask Siri or Alexa to set an alarm for you, use Google Maps for directions, or play what is
suggested to you by Spotify, you are using the artificial intelligence for that.

Today, Communication is the most influential factor in the idea creation and productivity. Although
AI appears most commonly when dealing with communication between the business and customers,
it also transforms the workplace. Different impacts of AI on communication in workplace –

 Maximize Effective Communication

Artificial Intelligence (AI) fosters strong workplace communication. Using various AI techniques
can help in calculating and predicting the success rate of presentations and anticipate the type of
interaction that are most suitable and apt for the target audience. An evaluation of the presentation
can help in knowing the weak areas, which can be improved afterwards. It can also provide
significant information regarding the presentation content, style, length and optimizes your method
of transmitting the information. The feedback received from the AI programs and tools can be further
used to increase and enhance the performance. In other parts of the communication like the customer
centric data or responses or the other workplace interactions can also be improved with the help of
A.I.

 Encourage Innovation And New Ideas

In reference to the communication used in the workplace and the impact of artificial intelligence on
that would be to help more innovative and new ways to communicate in the organizations. With the
Introduction of artificial intelligence, there would newer ways to interact, communicate and also
latest tools and technology advancements. Artificial intelligence would encourage the innovative
ideas and new technologies that can be helpful in the effective communication.

 Customer-specific
AI will use virtual and reality and applications to deliver the news to the public, targeting those for
whom the news is meant. Small or large, any public crowd can receive exactly what is interesting to
them. The use of AI can be done in different communicating platforms like the video conferencing,
telephonic communications as well as the virtual modes. Therefore Artificial Intelligence plays a
very important role in providing customer specific and to the point communication.

 Restrict Fake News Or Information

Artificial Intelligence can help in restricting and minimizing the fake news and information as it have
different tools and techniques which can help in restricting the fake news and eliminating the
chances of its spread in the customers’ reference. The Artificial Intelligence can help in setting up
different control techniques for the fake news and it would have a positive impact on the
organizational perspective.

3.7. Cloud Computing and Communications

Cloud Computing may be defined as the process of delivering the on-demand computing services
which includes different applications to storage and also the processing power mainly over the
internet and on a pay-as-you-go basis. Cloud computing majorly deals with providing the
outsourcing services to different organizations which might not require to build their own computing
infrastructures or the data centers, and therefore can use the different applications and storage
services. For the usage of certain required services, the organizations and firms need to only pay the
specified amount, which reduces the overall costs of operations (which might have occurred because
of the installation and infrastructure). In turn, providers of cloud computing services can benefit from
significant economies of scale by delivering the same services to a wide range of customers.
Therefore, it acts as an advantage for both the cloud service providers as well as other organizations.
In terms of the services available under cloud computing, it includes basics of storage, networking,
and processing power through to natural language processing and artificial intelligence as well as
standard office applications. Thus in the broader aspects it provides all the basic and essential
services where you don’t require to be physically present near the hardware. The examples of cloud
computing can be the customer services like the Gmail or the cloud backup of different media
components (photos, videos etc.), services which allow different applications like Netflix, amazon
prime etc. to run its online video streaming services and other products as well. Almost all of the
major and large size organizations use Cloud Computing services in some way or the other. It is
becoming the default option for many applications: software vendors are increasingly offering their
applications as services over the internet rather than standalone products as they try to switch to a
subscription model. Therefore, Cloud Computing is one of the greatest technological developments
which might affect the entire operations of any business and also in reference to the communication
in the workplace or the organizations it would have a significant transition and impact.
3.7.1. Advantages of Cloud Computing

 Easy to Use and Operate.

 Cost Effective in the short run.
 Easy in setting up a new cloud connection.
 Importing the existing files and data is a lot cheaper than other sources.

3.7.2. Impact of Cloud Computing on Communication in the Workplace

In reference to the organizations and the workplace, there has always been observations regarding
the impact and change in the communication practices and existing communication channels with the
introduction and development of new technologies. Cloud Computing is one of those technological
disruptions which would definitely change the way organizations carry out their communications
throughout. The impact of Cloud Computing on the workplace communication includes better
collaboration, more effective processes, greater efficiencies and streamlined business practices.
Different changes taking place in the organizations are-:

 Rise of Video Conferencing

With the increase in the number of labor workforce and also the operational business units,
there is a growing need and demand for the tools like video conferencing, in order to
communicate and interact with large number of people in a very short span of time. In the
recent times, mainly in the pandemic there has been an increase in the remote working of the
major labor forces and also the virtual teams. Not only the video conferencing is helping in
the formal communication process in the organizations but it also functions in the interactions
between the employees and the customers. It can help foster the development of better
relationships and more effective meetings and collaborative sessions and help getting things
done more effectively or in a more efficient manner.

 Document Sharing and Collaboration

As most of us would be aware by the use of physical documents and paper driven work-
culture. With the advancement of cloud services the use of physical documents have reduced
or decreased to a major level, which in result have impacted the business operations in a more
effective and efficient manner. The use of cloud computing helps to share documents, files,
information in a faster and time efficient manner. It can include both the business to business
operations as well as business to customer ones. Also in addition to the document sharing, the
storage of information and documents have also become very easy. Different cloud document
sharing solutions like google drive, box, Dropbox etc. put documents at our fingertips,
accessible when and wherever we need them.

 Connecting By Way Of Messaging Platforms

Along with cloud based video-conferencing and document sharing, messaging platforms
helps the organizations as well as employees in more user friendly interactions. We use
messaging platforms both in the personal as well professional environment. In the
organizations different applications like Microsoft teams, google chats etc. helps in the
sharing of messages and information in a more systematic and effective way. The earlier
alternate for the messaging platforms and applications was the use of E-mail and other similar
 things. Such applications like mails etc. were very time consuming and complicated to
respond. Therefore, in the context of communication tools and resources the messaging
platforms have emerged as a more effective alternative to the existing practices and the Cloud
services have helped in the up gradation and transition of the process.

3.8. Cloud Communication

Cloud Communication may be defined as the service provided by the Cloud Service Providers and it
is hoisted and handled through a third party. Cloud Communication has originated from the
introduction of Voice over Internet Protocol (VOIP). Cloud Communication includes different
branches like cloud telephony, private branch exchange, SIP trunking etc. These different branches
of cloud communication are used for various communication like voice, text, video etc. Cloud
communications providers provide communication services through servers owned and maintained
by them. These services are then accessed by the customers, through the cloud. The customers can
just pay for the services used by them. The service providers also offer different communication
resources from the storage and the servers to enterprise applications like email, data recovery,
backup, voice, and security. The hosting environment provided by the cloud is easily available,
scalable, flexible, immediate, and secure. Therefore, cloud communication is very essential or
important for the organizations as it involves all the different communications taking place and also
the other functions like storage, backup etc.

3.8.1. Advantages of cloud communication

 Cost Benefits.
 Accessibility and Flexibility.
 Mobility and Remote Connectivity.
 Network Redundancy.
 Rapid Scaling.

While the different advantages and impact of the cloud computing services as well as cloud
communication has been discussed. It provides with the major technological upgradation and the
better use of services in different operations, be it related with the business operations as well as the
communication. Contrary to this there would be certain challenges in the business scenario. These
challenges can be –

 Cloud Security
One of the biggest advantage of cloud services can also be act as its greatest challenge. As
cloud services are easily accessible from any location or part of the world, it therefore
increases the chances of attack by the unauthorized users in the terms of malicious software
etc. In comparison to this, traditional physical resources do not have such a wide scope of
attack as there is limited entry scope. Therefore the cloud security is going to be one of the
major challenges in the cloud computing technology.

 Data Management
In the traditional network infrastructure, data was managed and manipulated through the
use of relational databases; this was a relatively simple task that was handled by database
 administrators. The cloud, however, uses more non-relational databases to store and manage
data; examples of some non-relational databases used in the cloud are document, columnar,
and graph. These non-relational databases introduce a level of complexity into data
management especially in trying to ensure data consistency across multiple cloud
applications. Therefor the data management can also act as a challenge for the cloud
computing technology. And in order to increase its market and operational reach, the cloud
computing technology must need to upgrade these functions.

 Application Performance
The different cloud applications and tools have varied bandwidth requirements for optimal
functioning. Without sufficient bandwidth, there may be some latency during user interaction
with the application such that the applications are poorly responsive or, in some instances,
totally unresponsive which can significantly impact normal business operations.

 Portability
Portability is also another challenge in the cloud computing as it states that the applications
should transfer or migrate from one application cloud source to other. The software or the
application that should be transferred from one cloud to another must be potable in nature.
This required portability is difficult to achieve as different cloud providers use different
structures.

 Sensitive Data
When these organizations adopt cloud computing, they need to migrate their sensitive data to
cloud and if this data leaks, this causes big damage to the business. So, the migration of
sensitive data to cloud is a big challenge and it needs great skills to handle and manage
things.

 Interoperability
It is one of the biggest challenge from the cloud computing services. It deals with the ability
of devices to communicate with one another. In the cloud computing technology, it means to
form or develop a code that can work with different service providers simultaneously
irrespective of the other differences among them. Therefore, if we migrate the business to the
cloud and want to be a part of the same, then it should be compatible with more than one
service provider.

4. SOLUTIONS TO OVERCOME THESE CHALLENGES

 Proper Cloud Provider Selection

There are a large number of cloud service providers in the market environment and before
selecting the right cloud provider we must ensure his background and all other details
regarding the authenticity and security for that. Most of the problems can be dealt with, if the
right service provider is chosen by the organization.

 Cloud auditor to audit the services

For the Auditing purposes, the organizations must use a third party auditor or the external
source in order to check and evaluate the performance of the output and also to review the
 security related to that. Therefore, the cloud auditor required for the auditing of services must
be a third party one.

 Selective migration of business applications

Company should first decide that which applications they need to migrate to cloud and which
ones to keep on local devices. Before migration, they need to verify whether the application
is finance based, is it customer data or business data because all the applications may not be
cloud compatible. Hence only after checking the nature of the data and records, it must be
uploaded on the cloud.

5. Conclusion
“Cloud Computing and AI are both emerging fields which, even though being in their growth stage,
they have made major impact in the domain of business communications.
Cloud is a modern technology trend which is considered to have one of the highest potential when it
comes to data integration, accessibility and ease of communication. Although there are security
concerns, no medium is absolutely secure. Most of businesses now-a-days are running all kinds of
applications in the cloud like accounting, Custom built, communication, application development,
productivity etc. Cloud based services are easy to afford for any kind of business as the customer need
to pay only as per use. Cloud providers offer more secure, more reliable and more scalable services to
the customers. The company using the cloud services has the benefit of accessing the information
anytime anywhere and on any device.
AI is now in the stage of being used in specific industries to increase efficiency and reduce cost. AI has
been successfully applied to automatic pilots, medical treatments and health, finance, retail,
entertainment, AR, VR and many other fields with unprecedented importance. As such, business
communications is no exception. Experts are said to believe that AI would be the key driver of the
fourth industrial revolution. Rich data sources can greatly help in studying AI algorithms and train
models on, as well large data infrastructure resources which can greatly facilitate AI development and
push the budding technology to further heights.”

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