Generative AI for Customer Operations, Consumer Duty and Customer Outcomes

Workshop overview:

Customer operations teams are being asked to do more with speed, consistency, empathy, and control, often under rising service expectations and regulatory scrutiny. Generative AI can help with customer communications, complaints handling, knowledge support, and servicing workflows, but weak implementation can create new risks around quality, fairness, escalation, and customer outcomes.

This workshop helps teams understand where AI can strengthen operations, where vulnerability and judgement matter most, and how to design better support without losing human responsibility

It is a practical workshop on where generative AI can improve customer servicing, communications, operational efficiency, and support quality while protecting good customer outcomes and Consumer Duty expectations.

Learning outcomes:

Participants will leave with:

• A clearer view of how generative AI applies across customer operations and servicing work
• Better judgement on where AI supports quality and where human intervention must remain central
• Stronger understanding of the link between AI use and Consumer Duty expectations
• A clearer basis for safer experimentation across service workflows and customer journeys.

Participants will be able to:

• Explain where generative AI adds value across customer operations and communications
• Identify stronger use cases in servicing, complaints, and support workflows
• Assess where vulnerability, fairness, and quality concerns should shape design choices
• Define more disciplined next steps for responsible customer-facing adoption.