One thing you should know about me is that I positively dislike speaking on the phone. Just me? 🙈

Especially when it's not a personal call.

Like calling the bank for information or the hotel concierge to book a car.

I do it, but after Olympic-level whining about it. 😂

So imagine my delight when the city hotel we regularly stay at for our deep-work retreats and staycations introduced an "assist" service via WhatsApp.

As soon as you check in, you receive a welcome message, and then, any time you need anything -- room service, timings for the spa or the pool, a car to drop you at the mall -- you don't pick up the phone to talk to someone. 🤯

You text.

The responses are prompt, polite, and on-brand, and the request is handled in minutes.

It's glorious. 🫶🏼

At the same time, the nerd in me was curious: How were they pulling this off?

I suspected it was AI with humans in the loop. 👀

So today, when I was checking out after my deep work retreat, I asked one of the managers.

And yep.

I was right. 🙌🏼

AI reads and drafts the response.

A team member reviews it and hits send.

It's the perfect example of how AI can and should be used.

AI isn't running the show there.

They are.

End result?

Happier customers.

No phone calls needed.😂

The reason they added this service was to improve the customer experience for guests who don't speak either English or Hindi.

At the same time, they know the importance of keeping human team members in control.

LOVE it because this is exactly my approach to using AI.

AI does NOT take over the wheel. ❌

You are always in control. 💯

Also?

You don't have to use AI for everything. I don't. 🤷🏻‍♀️

But you can use AI to improve customer experience, save time, or increase conversions.

Without giving away control or making AI your whole identity.

If that sounds like something you believe too, YAY! You're in the right place since you're all set for my Claude Cowork masterclass tomorrow.

Because this is exactly what we'll be talking about. 🙌🏼

I'll send you a couple of emails tomorrow before we start, so you don't miss a thing! Especially the pre-built Curated Newsletter Skill! AND especially after the calendar fiasco.

​Click here to add the event to your calendar. Tech hasn't been a friend for this masterclass so I have extra gratitude for your patience.

ALL of this to say ...

Choosing to work with AI in your business doesn't mean you stop caring about your customers.

It doesn't mean you're replacing the humans on your team (we haven't, and I don't plan to).

It doesn't mean the connection goes away.

You can use AI. And you can still care. Deeply. 🙌🏼

What AI actually does? When you set it up right is free you up to do the parts of your business that require a human brain. The strategy. The relationship. The nuanced client work. The thinking.

Can't wait to show you how tomorrow!

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Cheering you on,

— Prerna

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​As much as I adore AI, I adore writing more. Which is why this email (like all our emails) was not created by Claude or any other AI. This was typed furiously by me on my trusty Macbook Air M4.