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Description

AI-Assisted Customer Correspondence: Drafting, Refining and Checking Before Sending

Save time on customer emails without losing your company voice or the factual accuracy of the file

  • 1 day — 7 h
  • In-person or virtual
  • Foundation
  • Up to 6 participants

Front-line teams write a great deal: responses to enquiries, confirmations, refusals and follow-ups. Templates become dated, tone varies from one adviser to the next, and drafting a sensitive letter can take half an hour. Writing assistants based on generative artificial intelligence promise speed, yet the texts they produce are often long, bland and occasionally wrong on the facts of the case.

One day to sort out which written material genuinely benefits from assistance, to frame precise instructions, to reintroduce the details specific to each customer and to verify every piece of information before sending.

Learning objectives

  • Identify the customer correspondence that genuinely benefits from generative artificial intelligence
  • Frame a precise drafting instruction setting out context
  • tone and length
  • Rework a text produced by an assistant so that it fits the customer's situation
  • Verify the accuracy of the information stated before sending
  • Apply confidentiality rules to customer data entered into an assistant

What makes this programme different

Each participant builds a reusable prompt library covering their everyday correspondence
Generated texts are compared with a hand-written reply to measure the gap in tone
A pre-send checklist is applied to real customer responses

Programme

1What AI changes in customer correspondence

Choosing the right use cases

  • Types of correspondence suited to assistance and those to write yourself
  • Value added on rephrasing
  • summarising and translating
  • Limits regarding facts
  • amounts in AED and exceptional cases
  • Confidentiality rules applicable to customer data

2Framing useful instructions

The quality of the request drives the quality of the text

  • Elements to provide: context
  • recipient
  • intent and expected length
  • Specifying tone and level of formality
  • Requesting several variants and justifying the choice
  • Building a prompt library by type of correspondence

3Refining and checking before sending

Taking back control of the text

  • Removing empty phrases and shortening the message
  • Reintroducing the details specific to the customer's file
  • Checking information
  • amounts and deadlines stated
  • Final proofreading and consistency with the company style guide

Who is it for

Client advisers · complaint handlers · sales support officers and anyone drafting emails addressed to customers.

Prerequisites

Drafting emails or letters to customers on a regular basis.

Dates & locations

36 scheduled dates between November 2026 and December 2027. Seats are confirmed in the order enquiries are received.

November 2026

December 2026

January 2027

February 2027

March 2027

April 2027

May 2027

June 2027

September 2027

October 2027

November 2027

December 2027

None of these dates suit you? We open additional sessions on request, and any programme can be run privately for your team.

Practical details

Before the programme
Online positioning questionnaire. Your development objectives are shared with the trainer, who tailors the practical case studies to your context.
Teaching methods
Theoretical input, workshops and practical case studies. Digital course materials and method sheets provided.
Assessment
Multiple-choice tests and role-play exercises. Assessment of learning at the start and end of the programme, with immediate and 60-day follow-up evaluations.
After the programme
One year of access to the e-learning platform. Self-assessment of the skills acquired and a 30-day follow-up session with your trainer.
How to register
Registration online or on the basis of a quotation.
Lead time
11 working days after confirmation of registration.
Accessibility
Accessible to people of determination. Contact our accessibility coordinator to design a suitable solution: contact@mpf-academy.ae
Start dates
Rolling intake: in addition to the scheduled sessions, this programme can start on request.