Emails, messages and customer communication
Learn
AI can help organise rough notes into emails, meeting requests, customer replies and plain-language explanations. The most useful results come from defining the relationship with the reader, the tone and the action you want. You should always verify names, dates, prices, commitments and any statement that could be interpreted as a promise.
Avoid copying a customer complaint, employee record or contract into a public service unless your organisation permits it and the tool is configured appropriately. Use invented examples for practice. Do not let polished wording hide uncertainty: if a delivery date has not been confirmed, say so.
Worked example
Fictional facts: "Sample kits delayed. New delivery estimate unavailable. We will confirm on Tuesday." Prompt: "Draft a courteous customer update under 100 words, using only these facts. Do not apologise for a cause we have not verified. Make the next action clear." Review the draft for invented causes and promises.
Practice
Prepare two versions of an invented customer update: one warm and one direct. Ask the assistant to preserve all stated facts. Create a brief review checklist and choose the version better suited to the intended audience.
Key takeaway
AI can improve tone and structure; it must not invent commitments.
In an action register, unknown ownership should be what?
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