Kingy AI Certificate · Lesson 4 of 6
AI, me, or both?
About 6 minutes. No signup.
AI is great for routine messages. Some messages need a person to think, decide and take responsibility. The skill is telling them apart quickly.
Why it matters
A routine reply ("We're open until 6 on Saturday") is easy to check. If AI gets it slightly wrong, you spot it and fix it.
Some messages are different. A wrong word in a reply to a legal threat, a refund dispute or a safety worry can cost real money or hurt someone. Those need a person's judgement and often your workplace's own process, not a chatbot's best guess.
The habit: three choices
- AI writes it, you send it. A simple question that your document fully answers, with nothing to decide: "What time does the pool open on Sunday?" Still give it a quick read.
- AI drafts it, you check and edit. Anything you must get exactly right or that changes something: a price, a booking, a date, an appointment.
- A person handles it. Don't use AI to answer it.
"A person handles it" doesn't mean you have to handle it alone. It often means passing it to your manager or following your workplace's process.
If your workplace has its own rule about using AI, that rule comes first.
Try it (2 minutes)
You work on the front desk of a gym. Here are three messages that came in this morning. They're made up.
See a good way to do it
Message 1 is a simple timetable question. AI can write the reply from your timetable.
Message 3 changes a booking, so AI can draft it but you check the class has space and the details are right before sending.
Message 2 is an injury and a safety problem with your equipment, and the person may want compensation. A person handles it: tell your manager, follow the gym's process for reporting injuries, and check the machine. Don't let AI write that reply.
Check yourself
1. A customer asks for your shop's address and opening hours. Who writes the reply?
- AI writes it, you give it a quick read and send it
- A person handles it from scratch
Answer
AI can write it from your details. It's routine, your details fully answer it, and there's nothing to decide. Give it a quick read and send.
2. A parent writes that their child is being bullied and they're scared to send them to school. Who handles it?
- AI drafts a kind reply and you send it
- A person handles it, following the school's process
Answer
A person. Someone is upset and a child's safety may be involved. That needs a person and the school's process.
3. A supplier asks you to agree a 20% discount on next year's contract. Can AI decide?
Answer
No. It's a money decision. A person with the authority decides. AI could help you word the reply afterwards, once the decision is made.
In the certificate test
One task gives you a small batch of messages and the workplace's rule. For each message you choose: let AI write it, let AI draft it and you check, or don't use AI. Then you hand in one of the replies. We check your choices, that you kept private details out, and that your reply has the right facts.