AI tools are sometimes used to draft responses, suggest next steps, or summarise customer information, but misuse can cause errors. This course helps customer-facing teams use AI to support interactions while maintaining accuracy.
Objectives:
- Identify appropriate and inappropriate uses of AI in customer-facing work
- Review and edit AI-generated responses to ensure tone, accuracy, and clarity
- Recognise situations where AI should not be used, especially in sensitive cases
- Use AI to support, rather than replace, human judgment and empathy
- Maintain consistent, trustworthy communication across customer interactions
