Explore ways to use AI

Generative AI (LLM)

What it means

AI that generates a written first draft based on a short prompt, so you spend time editing rather than starting from a blank page.

How to use it

Use AI to draft everyday emails, letters, meeting agendas or notes. A person always checks and edits before sending.

Value 

Saves time on routine writing and reduces “blank page” stress.

How to get started

Open an AI tool and ask it to write a simple email or document. Tell it what the message is for, who it’s for, and the tone you want. Read it carefully and edit before using.

Example of tools

• Anthropic - Claude
• Open AI - ChatGPT
• Microsoft Copilot (M365)
• Google - Gemini
• Canva - Magic Write
• Notion AI

AI powered scheduling automation

What it means

Natural language interaction and task automation.

How to use it

Customers book or reschedule appointments themselves whether online or via an automated phone system without needing staff intervention.

Value 

Better customer experience and less admin.

How to get started

Implement a secure, user-friendly online booking tool, ensure accessibility compliance for all users, and integrate with staff calendars for seamless coordination.

Generative AI (LLM)

What it means

AI that understands a customer's question and generates a clear, natural-language response, so customers get answers at any time without waiting for a staff member.

How to use it

Use AI to respond to common customer questions using approved FAQs.

Value

Faster responses and improved customer experience.

How to get started

Use only the FAQs provided to answer customer questions. If unsure, say you don’t know and suggest contacting us.

Example of tools

• ChatGPT
• Claude
• Gemini
• Website chat tools

Computer vision + automation

What it means

AI that reads, scanned or uploaded invoices and receipts and automatically extracts key details such as supplier name, date and totals, so you do not have to enter them manually.

How to use it

Upload or scan receipts and invoices. The AI extracts key fields and suggests account coding for staff to review and approve.

Value

Major reduction in manual data entry time and fewer keying errors.

How to get started

Start with one document type, such as supplier invoices. Test on a sample batch, check accuracy, and have a staff member review results before processing.

Example of tools

• Xero
• MYOB
• QuickBooks
• Microsoft Power Automate (AI Builder)
• Google Document AI

Generative AI (LLM)

What it means

AI that drafts job advertisements, position descriptions and interview questions from a short brief, so you spend time refining rather than writing from scratch.

How to use it

Provide the AI with the key role requirements and the tone you want. It produces a first draft of the job ad, position description and interview questions for staff to review and refine.

Value

Saves significant time when recruiting and produces more consistent, professional materials.

How to get started

Ask your AI tool to write a first draft position description and job ad by describing the role, key responsibilities and experience required. Always review and adjust before publishing.

Example of tools

• In-house AI tool (such as Microsoft Copilot)
• Free tool in use in public domain (such as ChatGPT, Claude and Gemini)

Generative AI (LLM)

What it means

AI that structures your onboarding notes and task lists into a clear, step-by-step onboarding plan, so new staff get consistent information from day one.

How to use it

Provide the AI with a list of all-staff and role-specific onboarding activities. It generates a structured onboarding plan and checklist that a manager then reviews and customises.

Value

Faster new-starter ramp-up and more consistent onboarding across the business.

How to get started

Ask your AI tool to create a draft onboarding plan by listing the key activities every new staff member needs to complete and any role-specific tasks. Review before using.

Example of tools

• In-house AI tool (such as Microsoft Copilot)
• Free tool in use in public domain (such as ChatGPT, Claude and Gemini)

Machine learning + Generative AI

What it means

AI that reads large volumes of customer reviews, survey comments and support notes and summarises the main themes and issues, so you get clear insight without reading every response.

How to use it

Import customer comments into a secure AI feature within your existing CRM or feedback platform. Ask it to summarise themes, highlight common issues and suggest quick improvements.

Value

Saves hours of manual reading, clearer understanding of customer needs and easier identification of improvements to prioritise.

How to get started

Use only the AI features inside your existing, secure platforms — do not paste customer data into public AI tools. Review AI insights before acting and keep customer data protected.

Example of tools

• Microsoft Dynamics 365 Customer Insights AI
• HubSpot Service Hub AI
• Zendesk AI assistance
• Salesforce Einstein
• Typeform Insights
• Qualtrics AI summaries

Machine learning + Generative AI

What it means

AI that analyses how past emails performed and helps you write better subject lines, choose the right audience and pick the best send time, so more customers open and act on your emails.

How to use it

Use the AI features built into your email platform to generate subject line options, recommended audience segments and draft email copy. Send two versions to test which performs better.

Value

Higher open and click-through rates, faster campaign creation and less guesswork about what works.

How to get started

Use your email platform's built-in AI to generate subject lines and draft copy for your next campaign. Run an A/B test with two subject lines and compare results to guide future decisions.

Example of tools

• Mailchimp AI Assistant
• HubSpot Email AI
• Canva Magic Write (for email copy)
• Gmail Help Me Write (for simple newsletters)

Computer vision + AI

What it means

AI that reads your uploaded documents and pulls out key information such as dates, totals, supplier names and line items, so you do not have to re-key data manually.

How to use it

Upload documents and let the AI extract the key fields into a structured format. Low-confidence extractions are flagged for a staff member to check and correct.

Value

Less manual re-keying, fewer data entry errors and faster document processing.

How to get started

Start with one document type such as supplier invoices. Define the fields to extract and set validation rules. Test on a sample of real documents and measure accuracy before rolling out.

Example of tools

• Microsoft Power Automate (AI Builder)
• Azure AI Document Intelligence
• Google Document AI
• Amazon Textract

Generative AI (LLM)

What it means

AI that reads long notes, email threads or reports and produces a short summary of key decisions, actions and risks, so the team can quickly understand what was agreed and what to do next.

How to use it

Paste meeting notes, email threads or reports into your AI tool and ask it to summarise the key decisions, actions, owners and deadlines. Confirm the output with participants before distributing.

Value

Less time reading long documents, fewer missed actions and clearer shared understanding of decisions and next steps.

How to get started

Ask your AI tool to summarise the content in plain English, including decisions made, actions with owners and due dates, and any open questions. Always confirm the output is accurate before sharing.

Example of tools

• Microsoft Copilot (M365)
• ChatGPT
• Claude
• Google Gemini
• Otter.ai
• Fireflies.ai
• Zoom AI Companion

Generative AI (LLM)

What it means

AI that generates a first draft proposal or quote from a template and a brief, so your team spends time refining accuracy and pricing rather than writing from scratch.

How to use it

Start from a proposal template and provide the AI with the project scope, client name and key requirements. The AI produces a draft that staff then refine, check for accuracy and price correctly before sending.

Value

Faster proposal turnaround and more consistent, professional-looking documents.

How to get started

Provide your AI tool with a clear brief including scope, client needs and any selection criteria. Always review the draft carefully — check every fact, figure and pricing detail before sending to a client. Do not include confidential client information in public AI tools.

Example of tools

• Microsoft Copilot (M365)
• ChatGPT
• Claude
• Google Gemini

Predictive AI

What it means

AI that analyses past customer behaviour — such as email opens, website visits and enquiries — and gives each lead a priority score, so your sales team focuses first on the people most likely to buy.

How to use it

Use the AI lead-scoring features built into your CRM to automatically rank incoming leads. High-priority leads are followed up within 24 hours. Medium-priority leads enter an email sequence. Low-priority leads are added to the newsletter.

Value

Better use of limited sales time, fewer missed opportunities and a clearer, more consistent sales process.

How to get started

Enable lead scoring in your CRM and define what counts as a high, medium or low priority lead based on the signals most relevant to your business. Review the AI's reasoning regularly and adjust the scoring model as you learn what actually converts.

Example of tools

• Salesforce Einstein Lead Scoring
• HubSpot CRM AI
• Microsoft Dynamics 365 Sales Insights
• Zoho CRM Zia AI
• Pipedrive LeadBooster AI
• ActiveCampaign Predictive Lead Scoring