EX 2.2 Write an AI-assisted professional email

Hands-on exercise · EX 2.2 · Module 2

Write an AI-assisted professional email

Use AI to draft a reply to a customer complaint, then edit and personalise it to a professional standard. You will compare the two versions and reflect on what the AI got right and wrong.

Time1 hour

ToolsChatGPT or Claude, Gmail

Pass mark3 of 4 criteria

You hand inThe comparison table with Version 1 (AI draft) and Version 2 (your edited email), with your changes highlighted, and your completed reflection worksheet.

↓ Files for this exercise

Download these first. Fill them in on your computer or print them.

DOCX
Professional email reply templatesReady structures for common work emails, with a checklist for AI drafts.
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Module 2 exercise workbookPrintable worksheets for every exercise in this module.
Download 123 KB

Ready? Jump to "Submit your work" ↓

Step by step

You will practise: use an AI tool to draft a professional email responding to a customer complaint; edit, improve and personalise the AI-generated draft; identify the strengths and limits of AI email drafting; apply professional communication standards to AI output.

1Read the scenario and draft with AI20 min

Scenario: you work in customer support at LearnHub, an online learning platform. Alex Chen signed up for a 3-month premium plan two weeks ago and was charged twice. Live chat did not help three times. Alex wants a refund for the duplicate charge plus one free month, and will dispute the charge and post a public review if it is not solved in 48 hours.
Open ChatGPT (chatgpt.com) or Claude (claude.ai).
Use this prompt: "I work in customer support at an online learning platform called LearnHub. Draft a professional email responding to an angry customer named Alex Chen who was charged twice and is threatening to dispute the charge. The email should: apologise sincerely, confirm we are investigating the duplicate charge, explain a 3-5 business day resolution timeline, and offer one free month as goodwill. Keep the tone warm but professional."
Copy the full AI draft into the comparison table as Version 1 (subject line, opening, core message, goodwill offer, sign-off).

2Edit and improve20 min

Read the draft critically. Mark any lines that feel generic, robotic or unprofessional.
Rewrite the opening line so it sounds more human and empathetic.
Add one specific personal detail, for example the date of the charge or how long Alex has been a customer.
Make sure the sign-off has your name and a direct contact option. Copy the final email into the table as Version 2.

3Compare and reflect20 min

Highlight every sentence you changed between Version 1 and Version 2.
Count the changes and complete the reflection worksheet.
Optional: paste Version 2 into a new Gmail draft and send it to yourself to see how it looks in an inbox.

!Tips and safety

Alex Chen and LearnHub are made up. In real work, never paste real customer names, card or account details into a public AI tool.
Do not send practice emails to real customers. Send them only to yourself or your trainer.
Trainer note: ask 2-3 learners to read Version 2 aloud and discuss what a customer needs to feel that AI often misses.

?Reflection questions (answer them when you submit)

How many sentences did you change? What was your most important edit and why?
Did the AI make any factual errors or assumptions? List them.
What tone did the AI use by default? Was it right for this situation?
In what situations would you NOT use AI to draft a customer-facing email?

✓How your work is assessed

The AI draft (Version 1) and the edited email (Version 2) are both complete
Version 2 is empathetic, accurate and includes all four required points
Changes are highlighted and at least one personal detail is added
The reflection identifies AI strengths, errors or assumptions, and limits

You pass with at least 3 of the 4 criteria met (60%). You can improve and resubmit at any time.

Submit your work

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