Shelf five · Putting it to work
Customer Communications
Kitchen table
Every letter, bill, text and email a company sends. There are millions of them, and behind each one is a system deciding who gets which message, filling in the right name and numbers, and keeping a copy. Boring? A bit. But a confusing bill makes thousands of people phone the help desk in one morning, and a clear one keeps them happy at breakfast. Writing so people actually understand is a superpower wearing a very sensible cardigan.
Whiteboard
Template and content management, variable data, composition engines, channel orchestration across print, email, SMS and app, plus archive and retrieval for the regulator. Now generation and personalisation are layering in, under strict review, because these documents are contractual. The architecture question is where generated content enters: drafting new templates with human sign-off is low-risk and immediately useful. Per-customer free generation at send time is a different risk class needing validation, sampling and audit. Sequence them in that order.
Boardroom
Millions of regulated documents a year, and small improvements in clarity move call volume, complaint rates and compliance findings all at once, which makes this one of the most measurable AI opportunities in the building, with a baseline already sitting in your call-centre stats. It is also one of the safer entry points: AI drafting templates that humans approve captures most of the value at a fraction of the exposure of generating live customer text. Unfashionable, quantifiable, and usually underestimated.
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