Reference · Level 2 · one of the five
Customer service: the AI drafts, your person decides
Enquiries from email, WhatsApp and the phone land in one queue. The AI drafts the answer from your own documents, shows what it used, and a person approves, edits or escalates. The week's numbers then say whether it is working.
Part of the OwnYourAI corporate AI training reference. Every enquiry answered, with the AI drafting and a person deciding - and the numbers on how the week went.
A quick look at what you can build: three screens showing the shape of the system and what it does, on illustrative data. No client's system and no client's data is shown. It is fair to want to see the work before you commit a seat.
Three screens
What the people who use it see
Same system, three moments in a working week.
Why the AI version
Why the AI version of customer service
A helpdesk records the question. It does not answer it.
- What it costs you now. Enquiries sit in email, on WhatsApp and on the phone at once, and the same answer gets typed twice.
- With the AI version. The AI drafts each reply from your own documents and shows the sources it used; a person approves, edits or escalates it. Nothing sends itself.
- The part your current software cannot do. It holds the tickets. This reads your price list, your terms and the earlier thread, and drafts the answer.
Behind the screens
What the course actually builds
The screens are the easy part to look at. This is the part that decides whether the system survives its first month - and the software and the data are the company's own. The machine under it is one we provide or recommend, so there is no hardware to buy; owning the whole thing is Level 3.
- One queue, every channel. Email, WhatsApp and phone in one place, so nothing waits in someone's inbox.
- Answers from your documents. The draft comes from your own policies and price lists, with the source shown.
- A person always approves. Nothing is sent until someone inside the company says yes.
- Measured weekly. Answered in time, waiting on us, and how many drafts went out unchanged.
Session by session
The 8 sessions: building the customer-service queue
Every session is online learning at the person's own pace, with a scheduled live touchpoint inside it and a trainer present. Each one ends with something your company keeps: 24 hours in total for L2.
| # | The session | What your team does with it | What your company has at the end |
|---|---|---|---|
| 1 | Pick the job | The shared queue, the repeat questions and the complaint log are put side by side, with the minutes each one costs the team every week. | One job chosen, with the time it costs now written down. |
| 2 | Map the channels and the answers | Email, WhatsApp and phone in one place, and the policies, price lists and earlier replies the answers must come from. | A one-page map of the channels and the sources, plus the do-not-enter list. |
| 3 | Write the brief, and the three limits | What the agent does — hold one queue, draft the answer, show the source — and what it never does. | A signed brief: it drafts and never sends, it never promises a refund or a date it cannot see, and every answer shows where it came from. |
| 4 | Build the queue | One queue across every channel, with a draft attached to each question. | A first working version running on the company's own policies and last month's questions. |
| 5 | Test it against last week | Last week's real questions are run through it: what it answered properly, where it was wrong, and where it should have asked a person. | The difference list against a real week. |
| 6 | Guard it | Who approves what, what always escalates, what is logged, and the promises the agent may never make on the company's behalf. | The approval rule, the escalation list and the log. |
| 7 | Put it into the day | Who clears the queue, how long a customer waits, and the weekly look at how many drafts went out unchanged. | The daily routine and the weekly numbers on one page, with a named owner. |
| 8 | The build assessment | A real queue is worked live, with the drafts and the escalations in front of the trainer. | A running customer-service assistant: the agent, its brief, its limits, its log, and a named owner. |
Where these screens come from
A quick look at what you can build: three screens showing the shape of the system and what it does, on illustrative data. No client's system and no client's data is shown.
Built in the company's own accounts, on the company's own documents, with its own staff logins: the software and the data stay with the company. The machine under it is one we provide or recommend - no hardware to buy. Owning the whole thing is Level 3.
We keep it fair: your documents, your accounts, your numbers.
Next step
Start with the free AI Readiness Report
Tell us the team and the work. We send back a written report on what to build first, what it would take, and what it would change - before you commit to a single seat.
No fee is quoted until you ask for one.