Enquiry & FAQ Handling

You use the reply to anticipate customer needs, clarify likely intent, and offer useful alternatives beyond the immediate enquiry.

Using the assistant to produce work beyond what you could have produced alone, rather than the same work faster.

You brief the assistant with customer context, policy facts, channel, response purpose, format, length, and required answer contents.

Giving the assistant the reader, purpose and source facts the work depends on, and the form, length and contents you need back.

You turn the draft into a customer response that answers the enquiry, reflects policy, and supports the next action.

Turning the assistant's output into something a colleague could use: editing it, combining it and adding original thinking.

You check the reply's claims, eligibility, dates, prices, and assumptions against the supplied policy before sending it.

Checking the assistant's claims, figures and assumptions against the source before the work is used.

You keep personal and restricted customer information out of the brief and response, and decline unsafe handling requests.

Handling confidential and personal data, seeing compliance, ethical and reputational risk, and declining unsafe requests.

You decide which enquiries the assistant may draft, which need human judgement, and who approves unresolved or sensitive responses.

Deciding what to hand to the assistant and what to keep, and at what stakes, before any output exists.