AI in other departments
Customer service, administration and HR, marketing, management. You choose who is in the room and I pick the exercises. The common thread: documents, replies and decisions that take hours today.
What we practise
Customer service: replies
A draft reply to a ticket in the company’s tone, with the case history to hand. The difficult customer, the complaint, the question you answer for the tenth time this week.
Customer service: knowledge base
From scattered emails and notes to consistent knowledge-base articles that both people and an AI assistant can read.
Customer service: sorting tickets
Category, urgency, department. How AI can pre-sort the inbox and where a human must check it.
Administration and HR
Job ads, procedures, policies, letters, comparing two versions of a document. With care for the personal data of candidates and employees.
Marketing
Product descriptions, posts, newsletters, headline variants. How to get copy in the brand’s voice rather than the internet’s, and how not to publish fabrications.
Management: summaries
A long report, a supplier’s proposal, minutes into three points and a list of questions. Preparation for a decision, not the decision.
Management: contracts
What in a contract departs from the standard, which clauses are worth discussing. With a lawyer’s review that cannot be skipped.
Shared: data and limits
Customer, employee and candidate data in AI tools. What is allowed, on which account, what to anonymise.
Example exercises
Ten tickets
Real tickets from last week (anonymised). AI proposes a category and a draft reply, the participant assesses each proposal.
A procedure out of someone’s head
The person who “has always done it” talks, AI writes the procedure down, the team corrects it. An hour instead of a week of putting it off.
A job ad and interview questions
From a role description to a job ad and a set of interview questions. We check there is nothing in there you are not allowed to ask.
Three versions of a post
One product announcement in three tones. The team picks one and learns how to describe the brand voice so they do not start from scratch every time.
A supplier contract on one page
A twenty-page contract into a list of clauses that depart from the standard. Then a discussion: which of these go to the lawyer.
Who it is for
- A customer service team that answers the same questions many times a day.
- Administration and HR, who produce documents and procedures alongside their day job.
- A small marketing team, or one person who does everything.
- Management that reads long documents and wants to get to the questions faster, not the answers.
What you take away
- A set of prompts for every department in the room, tested on your examples.
- A description of the company voice (tone, vocabulary, what to avoid) that gets pasted into every prompt.
- Rules for working with customer, employee and candidate data.
- A list of ideas to implement rated “yourselves” or “developer”, such as an assistant answering from the knowledge base or automatic inbox sorting.
- A certificate, 30 days of questions by email, a session after a month.
Questions about this module
We have four different departments in the room. Does that work?
Up to 12 people, yes: the first part is shared, then we work in groups by role and I move between them. With more people, two dates work better.
Can AI answer customers on its own?
In this training we teach working with drafts that a human checks. An assistant that answers on its own is a separate implementation with its own account, knowledge base and log. You can get there after the training.
Candidate and employee data is sensitive.
Yes, which is why the HR part starts with what not to paste and works on placeholder data. I also show how to check the settings of a business plan.
Should management attend the whole training?
Ideally module 0 and their own part. I often run a separate, shorter session for management: summaries, decisions, contracts, rules for the company.
Your staff already use AI. Let’s teach them to do it well and safely.
Tell me the department and the headcount. I reply within one business day with a proposed programme.
Ask about training for your team
Tell me the department and the headcount. I reply within one business day with questions or straight away with a proposed programme. Quoted after a call, depending on format and headcount.