Skip to content
The AI Readiness App

The AI Readiness App course · Beginner · about 60 minutes · Free

AI for customer support

Answer customers faster and more consistently with AI drafts, summaries and a better knowledge base, with a person checking every reply.

For: Support agents, service desk staff, client services and anyone who answers customer questions or complaints.

  1. Lesson 1

    Draft replies you check and send

    Reply faster without losing accuracy or warmth.

    1. Use an AI assistant your workplace allows (for example ChatGPT, Claude, Gemini or Microsoft Copilot), or the AI in your support tool.
    2. Give it the customer's question (with personal details removed) and the relevant policy or help article.
    3. Ask for a short, friendly reply that only uses the policy you supplied.
    4. Read the whole reply before sending and fix anything that does not fit this customer.

    Try this at work: Take three recent tickets. Remove personal details, give the assistant each question with the matching help article, and compare its drafts with the replies that were actually sent.

    How to check it: Each draft states only what the policy says, answers the actual question and would not confuse the customer.

    Watch out: AI may promise refunds, dates or exceptions your policy does not allow. Never send a reply you have not read in full.

  2. Lesson 2

    Summarise long threads and hand over cleanly

    Understand a long case in seconds and pass it on without losing context.

    1. Paste the thread (personal details removed) and ask for: the problem, what has been tried, what the customer wants, next step.
    2. Check the summary against the latest messages.
    3. Use it as the handover note.

    Try this at work: Summarise one long open case into four lines (problem, tried, wanted, next step) and use it in your next handover.

    How to check it: The colleague taking over does not need to read the full thread to act.

    Watch out: Summaries can miss the customer's latest message or tone. Read the last few messages yourself.

  3. Lesson 3

    Improve the knowledge base

    Turn repeated questions into clear help articles.

    1. Collect the ten questions you answer most often.
    2. Ask the assistant to draft a help article for each from your best past answers.
    3. Have the owner of each policy check the article before publishing.

    Try this at work: Pick your most frequently asked question and draft a help article with AI from your three best past replies. Get it checked and published.

    How to check it: The article is accurate, matches current policy and is approved by its owner.

    Watch out: Outdated articles cause wrong AI answers later. Put a review date on each one.

  4. Lesson 4

    Handle difficult conversations

    Stay calm and clear with upset customers.

    1. Ask the assistant to identify what the customer is really asking for.
    2. Ask for a reply that acknowledges the problem, explains clearly and offers a next step.
    3. Make sure the apology and the offer are ones you are allowed to make.

    Try this at work: Take a complaint you found hard to answer. Ask the assistant for a calm reply that acknowledges, explains and offers a next step, then compare it with what you sent.

    How to check it: The reply is honest, specific and within what you are allowed to offer.

    Watch out: Escalate legal threats, safety issues and vulnerable customers to a person; do not leave them to AI drafts.

Go further

All courses