AI Sales and Customer Service Safety Checklist

Use This Checklist Before Using AI With Customers

AI can help sales and customer service teams draft, summarize, organize, and respond faster. Before sending or publishing AI-assisted output, check accuracy, privacy, tone, approvals, and escalation needs.

The Checklist

• Workflow: Is AI supporting sales outreach, CRM notes, customer responses, tickets, FAQs, proposals, or escalation?
• Accuracy: Are names, account details, product facts, pricing, timelines, policies, and next steps correct?
• Privacy: Did you avoid sharing payment data, passwords, private account details, or sensitive customer information in unapproved tools?
• Tone: Is the message clear, respectful, helpful, and aligned with the customer situation?
• Claims: Does the output avoid unsupported promises about pricing, refunds, discounts, features, timelines, or results?
• Escalation: Should this issue go to a person, manager, billing, technical support, legal, compliance, or security?
• Review: Has the responsible team member reviewed the final output before sending, saving, or publishing?

The Rule

Use AI to draft and organize, but keep people responsible for customer trust, sensitive situations, approvals, escalation, and final communication.