Step 1 of 6
Before you start
By the end of this lesson you will be able to:
- Identify appropriate AI uses.
- Use AI for summarization, drafting, classification, and knowledge assistance.
- Verify AI output against approved information.
- Protect customer data.
- Keep human judgment and accountability in the workflow.
AI can assist execution; it does not remove the need for policy, context, verification, empathy, or accountability.
Useful applications
- Summarize a long ticket.
- Extract customer intent and action items.
- Draft a response from an approved policy.
- Classify tickets.
- Suggest a knowledge-base article.
- Create internal summaries.
- Identify repeated themes.
Verify
Compare AI output against the source conversation, current policy, the customer record, and the approved knowledge base. Mark unsupported claims before anything is sent.
Verify the AI's draft, sentence by sentence
An AI tool drafted a reply. Classify each sentence, then check your answer.
0 of 5 checked.
Faster, but is it safe?
What should you do?
Work sample: AI-Assisted Support Workflow
Document one AI-assisted support task: what the AI contributed, and how you verified it. Four steps are started — adapt them to your own example.
Nice work.
You've practiced catching what an AI draft got wrong — an invented product detail and an action that was never authorized — before it could reach a customer.