AI Literacy for Sales and Support Teams

Ensure accuracy, appropriate escalation, and accountability in AI-supported customer interactions.

Identify where AI-driven customer interactions may require stronger oversight or escalation.

Why AI Literacy Matters for Sales and Support Teams

For sales and support functions, AI literacy is essential because AI tools are increasingly influencing customer research, outreach, automated responses, and workflow decisions, often outside formal governance processes.

Without a clear understanding of how AI systems inform customer interactions, where inaccuracies or inappropriate messaging may arise, or when human escalation is required, organisations risk loss of public trust, conduct issues, and regulatory scrutiny.

AI literacy enables sales and support teams to challenge AI-driven outputs, understand system limitations, and maintain human accountability for customer-facing decisions. This ensures efficiency gains do not come at the expense of accuracy, transparency, or customer protection.

Identify where AI-driven customer interactions may require stronger oversight or escalation.

Key Outcomes for Your Organisation

Improved AI literacy for sales and support teams delivers measurable risk reduction and stronger governance

Improved quality and accuracy of customer interactions

Teams understand AI limitations and can verify outputs, ensuring customer-facing communications remain accurate and appropriate.

Clear escalation and accountability mechanisms

Defined processes ensure AI-supported decisions are escalated appropriately, with human oversight maintained for critical interactions.

Reduced conduct and regulatory risk

Understanding AI's role in customer interactions helps prevent conduct breaches and ensures compliance with consumer protection requirements.

Stronger customer trust and transparency

Teams can explain AI's role in customer service processes, building trust through transparency and demonstrable human accountability.

Start Your AI Literacy Assessment

Identify where AI-driven customer interactions may require stronger oversight or escalation.