LLMs or Language Learning Models have already integrated into the daily working of businesses globally. Proper usage of this helps in streamlining workflow and optimizing existing resources to further increase work output and maintaining proper channels for workflow. However with work piling up and emphasis being given by companies to maintain brand voice while dishing out content a new need has arisen in this aspect for adopting brand LLMs.
What is a brand LLM?
A brand LLM simply put refers to a company’s own personal chat bot which maintains the brand identity and tone while generating personalized content instead of producing generic text which makes every thing monotonous. It even fact checks content pertaining to the company, helping in verifying whatever content the brand produces.
What does a brand LLM do for a company?
Enhances Marketing and Advertising of the company
Brand LLMs can help accelerate marketing by producing campaign materials across channels which aligns with the brand. Ad copies, social posts, and emails are generated instantaneously and are identical to a company’s voice. It can also help produce multiple versions for A/B testing, and repurpose long and detailed content like white papers or reports into catchier, engaging formats such as blogs, tweets or short and informative LinkedIn Posts while maintaining the tone of the brand.
Speeds up reporting and providing insights
Companies which rely on extensive data amassing such as market research firms will gain tremendously from getting content generated from the brand LLM. It will not only maintain the detailed aspect of the data findings when converting it into content but also make it easy to skim through, fun to read and contextual. They can condense market research findings into a quick summary in the brand’s own tone, draft polished reports being which are sent to clients, white papers, and executive briefs, and accurately translate intricate technical data into clear findings which can be read by stakeholders and business investors.
Helps engage with customers
A brand LLM can build an excellent customer experience by making sure consistent service and support is provided quickly across every channel. It can power chatbots that respond in the brand’s authentic voice, personalize messages for different customer segments without losing brand identity. It can also automate follow-ups, reminders, and thank-you notes that feel human.
Besides simple interactions, it can analyse customer queries to target common pain points, provide tailored product recommendations, and even flag high-value customers for priority attention. Over time, this leads to stronger relationships, higher satisfaction scores and creates opportunities for more sales while reducing burden on humans to carry out menial and repetitive tasks.
Provides internal support to the company
While a Brand LLM can help enhance customer experience, it can also help in reducing burden on human teams within the companies who waste energy carrying out repetitive work. In this process the team also forgets to maintain the brand’s voice in every form of content it publishes which can break the existing image of the company.
It can be a powerful tool, helping employees write proposals, make presentations, and create updates that align with company tone. It also acts as a coach for new hires who can refer to the brand LLM to understand whether their writing aligns with company brand or not helping them write one consistent with the company’s identity. It also works as a quality-control layer by flagging language that is off-brand and rewrites it in a suitable tone.
DoorDash and Brand LLMs: Example of a successful adoption
DoorDash serves as a perfect example of how brand LLMs help improve overall workings of a company while maintaining brand identity. By meticulously analysing and attaching relevant product tags from existin data, a brand LLM ensures that every menu item, product description, and recommendation aligns with DoorDash’s friendly and approachable tone
DoorDash’s LLM doesn’t just help in improving search accuracy or help delivery drivers find items faster; it also improves customer-facing experience. For example: when a customer searches for “vegan pizza” or “gluten-free snacks,” it can generate relevant product descriptions and suggestions which help the customer eithe gain knowledge about products or help in them adding more food items into their delivery order.
Furthermore, the brand LLM automate creation of notifications, in-app messages, and copywriting of related new menu items, promotions, or updates. These messages retain DoorDash’s characteristic friendly and helpful tone, creating a seamless experience for both the restaurant preparing the order as well as the customer receiving it.
In essence, DoorDash’s use of a brand LLM ensures that every touchpoint from product descriptions to notifications and reinforces the brand identity, builds trust, and provides a more personalized, engaging experience for both customers and partners.
