How Grammarly Uses GenAI to Boost Writing and Customer Satisfaction
Grammarly, the AI-powered writing platform, has taken a practical approach to demonstrate the value of its generative AI features for enterprise clients. To prove the benefits, Grammarly runs A/B tests within enterprise teams, such as customer support groups.
In these tests, half the team uses the full Grammarly experience, including generative AI and large language model (LLM) writing tools. The other half gets a basic version that focuses mostly on error checking, with generative features disabled. After two to four weeks, Grammarly shares clear results with the enterprise customer.
Positive Results That Matter
According to Luke Behnke, head of enterprise product at Grammarly, the tests consistently show a 17% increase in customer satisfaction among support agents using Grammarly’s full AI capabilities. The reasons are straightforward: their messages are clearer, error-free, on-brand, and written faster.
This kind of measurable impact is exactly what writers and communication teams need to justify adopting AI writing assistants. The results go beyond simple proofreading and highlight real improvements in how customer-facing teams engage with their audience.
Going Beyond Proofreading with AI
Grammarly’s approach started with basic AI-powered proofreading, a feature many users have interacted with without realizing it was AI-driven. Now, with the rise of generative AI, the platform is expanding to offer smarter productivity tools.
- Grammarly integrates with over 800 systems, including Salesforce and Google Calendar.
- It aims to deliver “productivity agents” that assist with writing in context, not just fix errors.
- These AI-driven tools help writers maintain brand voice and speed up communication workflows.
The focus is on practical applications that make daily writing easier and more effective for teams.
Why Writers Should Care
If you’re a writer working within teams or enterprises, Grammarly’s AI strategy offers a clear example of how generative AI can enhance your workflow. It’s not about flashy features but about measurable improvements in clarity, speed, and consistency.
Exploring tools like Grammarly’s AI-powered platform can directly improve your writing output and help your team communicate more effectively.
For those interested in learning more about AI tools for writing and productivity, consider exploring AI tool databases and courses tailored for writers and content creators.