AI can draft a customer update from approved project information. A person should check the facts and decide when it is ready to send.
Gather the right information
Choose a reliable source for progress, next steps and issues. Make sure it is current and appropriate to share with the customer.
Draft and review
Ask AI for a concise update in your usual tone. Check dates, commitments, omissions and sensitive details; AI may sound confident even when it is wrong.
Handle exceptions
A delay or difficult conversation may need a personal response. Decide who approves the message and keep a record of what was sent.
Prepare a reviewable update
Choose an approved project record and ask for a draft covering progress, the next step and any open question. A colleague compares it with the source, removes information the customer should not receive and confirms the recipient.
Test a normal update and one where a date is uncertain or an issue is unresolved. The draft should not turn a tentative estimate into a promise. Agree who approves the message, how a correction is made and what happens if the source is unavailable.
For the preceding handover, see using AI to organise project updates.
