Streamlining Communication at Scale: How AI-Powered Writing Saved Company 7,000+ Hours

V G • Oct 03,2024

Summary:

By enabling clearer, faster, and more professional writing, the AI tool helped the company scale its operations while maintaining high standards of customer service and save over 7,000 estimated hours on written communication.

Client: 

Zoom Video Communications, Inc. is a technology company specializing in communication services, best known for its Zoom video conferencing software. Founded in 2011, the company is based in San Jose, California, USA.

Problem Statement: 

Zoom experienced a surge in new users from different regions, many of whom required guidance on using the platform. This rapid growth put pressure on Zoom’s small marketing team, which had to quickly onboard new staff while still meeting the needs of an expanding user base. 

As the company hired globally, ensuring consistent messaging and maintaining a cohesive brand tone became increasingly important. Minor differences in spelling and grammar were taking up valuable time for content teams to address. 

Meanwhile, it was essential for customer-facing content to consistently convey a helpful and friendly tone across diverse markets.

 

Results: 

  • Improved 71 percent of communications.
  • Reduced risk of miscommunication in both internal and external messages. 
  • Helped maintain a consistent tone across its customer support and marketing channels.
  • Saved over 7,000 estimated hours on written communication—a savings of $210K.
  • Delivered 10,000+ style guide suggestions.

AI Solution Overview:

Zoom incorporated Grammarly into its communication processes to ensure high-quality written content throughout the organization. 

Grammarly is an AI-powered writing assistant designed to improve the quality of written communication. Its AI-based tools provide real-time help with grammar, punctuation, tone, clarity, and overall writing style.

At its core, Grammarly features an advanced grammar and spell-check engine that not only corrects basic errors but also analyzes sentence structure, word usage, and punctuation, offering suggestions to enhance accuracy and fluency. 

Additionally, Grammarly includes a tone detection tool that assesses the mood of the text, helping users ensure that their message is delivered as intended. It can, for example, detect whether the writing feels friendly, formal, or neutral, and recommend edits to adjust the tone.

Grammarly’s AI-powered suggestions helped improve accuracy, clarity, and user engagement. By leveraging brand-specific tone and style guides, Zoom customized Grammarly Business recommendations to align with its unique brand voice and standards.

References: 

  1. How Zoom Championed the WFH World with Grammarly Business. https://www.grammarly.com/business/learn/video-zoom/
  2. Case Studies: Startups Using AI to Secure Investor Funding. https://www.mystartup.ai/post/case-studies-startups-using-ai-to-secure-investor-funding

Industry: Human Resources

Vendor: Grammarly

Client:  Zoom

Publication Date: 2024

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