MMC 2.0- Conversational Maturity and Artificial Intelligence in Information and Communication Management

Abstract

Effective conversation management has proven to be increasingly critical to personal well-being and organizational success, especially in the era of Artificial Intelligence (AI). This paper revisits the Conversational Maturity Model (CMM), originally proposed in 2011, and presents a significant update: the integration of the Conversational Intelligence Quotient (C-IQ) and Generative Artificial Intelligence (Generative AI), resulting in the CMM 2.0, it’s current version. The main objective is to analyze how AI can contribute to the development of more effective and humanized conversational interactions in information and communication management. Through a qualitative approach and the application of the CMM 2.0 in human-machine interactions, the study demonstrates how conversational maturity can be improved and applied in hybrid contexts. The paper concludes with guidelines for implementation, reflections on the challenges and opportunities brought by Generative AI, and a robust framework for conversation analysis in the AI ​​era. In addition, it points out directions for future research, highlighting the potential of the model to transform human and human-machine interactions, promoting more effective and humanized communication.