Quick check
Guess first, no penalty. A customer was charged twice and is angry. Which line in the AI draft is riskiest to send?
A customer writes in after being charged twice:
This is the second time this month. You charged me twice for the same order and I am sick of chasing you. I want my money back today, and I want someone to explain how this happened.An AI tool produces the draft below. Read it as the customer before you switch to the fixed reply.
Before and after
Switch between the AI draft and the fixed reply. Highlights show what changed.
AI draft
Hi there! Thanks so much for reaching out, we love hearing from you. Good news: I have issued your refund and it will be back in your account within 24 hours. We work hard to make sure everything runs perfectly, so this is a rare one! Have a wonderful day!
Two things were wrong with the draft. It promised a refund "within 24 hours", which is not your published policy and was never approved by anyone. And its bright, breezy tone hit a customer who is angry and tired of chasing you.
The fixed reply swaps the promise for the timeframe your policy states. It stops short of confirming a refund before billing has reviewed the case. And it uses placeholders (blanks like [number]) for the order number and amount, so you have to fill them from the real record.
Fill the gaps
Fill the gaps the way the fixed reply does.
Reply
I have . You will get an update from us .
Try it
Your steps, about 1 minutes
- 1.Take one AI draft or past reply. Cross out every promise nobody approved and every line too cheerful for the customer's mood.1 min