Use approved knowledge
Ground replies in current, approved policies.
Lesson 1 of 4 · Learn it by trying itWatch: Customer service and marketing
An original animated overview. No sound—follow the on-screen explanation, or read the transcript.
Read the video transcript
Use approved knowledge. Ground replies in current, approved policies.
Escalate responsibly. Define situations requiring a person: complaints, safety concerns, disputed charges and missing evidence.
Make honest marketing. Verify claims, avoid misleading urgency and review audience impact.
Evaluate service quality. Check factual accuracy, tone, fairness and escalation, not just reply speed.
Created for AI For Numpties · Original course material · Hosted with this website
Getting your practice ready…
Explore the idea with an example
Ground replies in current, approved policies. Cite the policy internally and flag uncertainty. Avoid exposing customer details or inventing exceptions.
Separate a customer’s request from what you are permitted to promise. Use an approved policy extract and a fictional enquiry. If information is missing, ask a clarifying question or route to a person. A helpful tone cannot fix an unauthorised refund or a misleading claim. Label the result as a draft and require review before any message leaves the business.