Global

AI in customer-facing work: Chatbots, disclosure and quality

A ready-made course you customise for your organisation, with a live session deck and two surveys. You only add the 8 details that are specific to your organisation.

See the live deckSee the full outline
Try the coursePreview the survey
Length
30 min
Lessons
6 lessons
Frequency
When a team starts using AI-drafted replies or a chatbot
Last reviewed
21 Oct 2026
Grey areas: robots, cold replies, pasted data
What would you do?

A customer asks directly mid-chat

Try it: this is one of 16 interactive activities in the course.

What's included

Three pieces that work together

Copy once, get everything. Learners prepare on their own, you answer questions live, and the surveys tell you what stuck.

Self-paced course

Short lessons with real workplace scenarios, not walls of text.

  • 6 lessons, about 30 minutes
  • Scenario, accordion, process, timeline and quizzes
  • 10-question final check, 80% to pass

Live session deck

An AhaSlides presentation to run after the course, in person or online.

  • 10 slides
  • Poll, quiz, word cloud, open-ended slides
  • A closing slide for your contacts

Two surveys

Find out what landed, and whether people use it on the job.

  • Post-course feedback, about 2 minutes
  • 30-day check-in
  • Anonymous by default
  • Results feed your next refresher

Learning objectives

At the end of this course, learners can

Each objective and the lesson that covers it.

IDObjectiveSourceWhere it's covered
TO 117.0Achieve ≥ 80% on the final assessment-Whole course
SO 117.1Tell customers when they are talking to AI and label AI-generated content where required + your infoEU AI Act Art. 50 (see verification list)Whole course
SO 117.2Review AI-suggested replies for accuracy, tone and commitments before sendingBest practiceWhole course
SO 117.3Hand over from bot to human at the right moments + your infoOrganisation's handover rulesWhole course
SO 117.4Protect customer data in AI-assisted conversations + your infoGDPR Art. 5 (see verification list)Whole course

Your part: what a template can't do for you

  • Your workplace details: fill in the 8 highlighted fields so the course describes your own policies, contacts and locations.
  • Records: record completion in your own LMS or record system.

Course outline

6 lessons, about 30 minutes

Minutes per lesson are an estimate, shared out by page count.

ContentInteractiveVideoYou customise
1

A bot invents a refund policy

3 pages

6 min
Before you beginNoteList
The promised refundTextImage
What went wrongTimelineQuiz
2

Disclosure duties and AI promises

3 pages

6 min
Say it is AITabs
Match the situationMatching quiz
What a bot may promiseAccordionYour infoQuiz
3

Suggest, review, send and handover

3 pages

5 min
The review routineProcess
Rate the replySorting activity
Handover triggersMatching quiz
4

Grey areas: robots, cold replies, pasted data

3 pages

5 min
"Am I talking to a robot?"Scenario
The cold replyScenario
Pasted dataScenarioMulti-select quiz
5

Escalation and approved AI tools

2 pages

4 min
Approved tools and wordingAccordionYour infoYour info
Who to askProcessYour infoYour infoNoteQuiz
6

Final assessment

Assessment

4 min
Final check10 questions80% to passCompletion page

Live deck and surveys

10 slides to run live, two surveys to close the loop

Pink slides are interactive. Both surveys are anonymous; pink questions are written for this course.

ContentTitle and agenda
PollHow often do you use AI-drafted replies?" (Never · Sometimes · Most chats · Always)
QuizA customer asks "Am I talking to a robot?" You…
Content · customiseOur disclosure wording {{AI_DISCLOSURE_WORDING}}
QuizThe AI suggestion promises a refund the policy does not allow. You…
PollWhich handover trigger do you think is hardest to spot?" (Vulnerable customer · Legal threat · Complaint about harm · Bot unsure)
Word cloudOne word to describe the best AI-assisted reply you've seen
Open-endedA reply from an assistant that sounded cold. What would you change?
Q&AAsk the trainer anything
Content · customiseClosing {{TEAM_LEAD_CONTACT}}, {{SURVEY_2_URL}}
Post-course feedback: 11 questions, about 2 min
  1. Overall rating 5 stars
  2. Relevant, realistic, right length, helpful activities agree/disagree grid
  3. What was most useful? multi-select
  4. Confidence before this course, and now 1-5 scale
  5. Do you use AI-drafted replies? multiple choice
  6. Do you know our disclosure wording? multiple choice
  7. How confident are you reviewing an AI reply before sending? 1-5 scale
  8. I would feel safe escalating a conversation that a bot was handling badly. 1-5 scale
  9. One thing we should change or add open text
  10. Would you recommend this course? NPS
30-day check-in
  1. Have you used what you learned since the course? multiple choice
  2. How confident are you today? Compare with day 1 1-5 scale
  3. Do you know where to find the disclosure wording and the handover rules? yes / no / not sure
  4. A moment where the training helped, or where you weren't sure open text
  5. Which topics should the next refresher focus on? ranking

Results show whether people use the training on the job, not just whether they finished it.

Make it yours

8 fields to fill in, and you're ready

Everything else is done. These are the details only your organisation knows; each one is highlighted inside the course.

  • AI disclosure wording{{AI_DISCLOSURE_WORDING}}
  • Approved answer sources{{APPROVED_ANSWER_SOURCES}}
  • Approved customer AI tools{{APPROVED_CUSTOMER_AI_TOOLS}}
  • Customer AI playbook{{CUSTOMER_AI_PLAYBOOK}}
  • Team lead contact{{TEAM_LEAD_CONTACT}}
  • LMS or record system{{LMS_OR_RECORD_SYSTEM}}
Show all 8 fields
  • Survey 1 URL{{SURVEY_1_URL}}
  • Survey 2 URL{{SURVEY_2_URL}}

FAQ

Common questions

Can I run AI in customer-facing work: Chatbots, disclosure and quality training online?

Yes. The course is self-paced and online, and the live deck lets you add a live session in the room or online.

How often is this training needed?

When a team starts using AI-drafted replies or a chatbot; when disclosure wording changes; for new agents.

Who needs this training?

Contact-centre, support, sales and client-service staff and their team leads; run by customer-service operations, compliance or L&D.

What records should I keep?

Record completion in your own LMS or record system, so you can show who finished the course and when.

Can I edit the content?

Yes, everything. Change the wording, swap scenarios for ones from your workplace, add your logo, or remove parts that don't apply.

Related templates

Often taught together

All AI by role templates →
Global

AI for corporate trainers and L&D teams: Designing, delivering and assessing learning responsibly

Corporate trainers · AI by role

40 min
Global

AI in hiring and people decisions: Fair, lawful and human-led

HR · AI by role

45 min
Global

Safe use of generative AI in clinical and care settings

Clinicians · AI by role

40 min
Global

AI in finance, audit and accounting: Controls, accuracy and accountability

Finance · AI by role

40 min
Last reviewed: 21 October 2026Templates are a starting point, not legal advice.

Ready to run it?

Open the live deck to see how the session runs alongside the course and both surveys.

See the live deck