Superhuman AI.
What’s next for email.
Superhuman is a niche, cult enterprise email service but this speedy start up could be a good indication of things to come in the wider market.
AI for email will have impacts on how we connect and understand with our clients.
“A scaling of AI features could result in lower engagement and inaccurate email sentiment analysis.”
What happened?
This week, Superhuman announced “Auto Labels” that classify incoming messages, “Auto Archives” which reduces unread emails, “Auto draft” emails that write themselves and “Voice & Tone” that learns from your previous messaging styles and applies it to outgoing messages.
Why is this important?
A scaling of these AI powered features into mass email providers could result in lower email engagement and inaccurate email sentiment analysis, leading to inaccurate personalisation.
What should brands do?
This could impact client analysis, where assessment of emotions are the holy grail of client servicing and retention detection. Our best way aroudn this is the introduction of a language detection model, which can identify AI language patterns and shifts in known client behaviours. Flagging “AI assisted” clients could also be an option, meaning a lower confidence in personalisation results.
Alternatively?
Higher responses, more accurate feedback and time saving on identification of valuable clients. Let’s hope for this.