AI for Business & Productivity · Intermediate level

Intermediate level · Module 3: AI for Customer Engagement · Lesson 2 of 3

Personalised Communication

Use AI to personalise customer messages while respecting consent and privacy.

In this lesson you will

  • Segment customers for relevant messages
  • Personalise messages with consent and restraint

Key concepts

customer segmentsconsent and opt-outpersonalisation limitsmessage frequency

The lesson

Group customers by what they buy or need — regular customers, new customers, bulk buyers — and use AI to draft relevant messages for each group.

Only message customers who agreed to receive messages, offer an easy way to stop and send messages at a reasonable frequency.

Personalisation should feel helpful, not intrusive: do not mention private details customers did not expect you to use.

Step by step

  1. Define three customer segments.
  2. Draft a message for each with AI.
  3. Check consent records and opt-out wording.
  4. Review messages for intrusiveness.

Practice activity

Create a personalised message plan for the chosen business.

Expected result: Segment messages that respect consent and feel helpful.

Check your understanding

  1. Who should receive marketing messages?

    Show answer

    Only customers who agreed to receive them.

  2. When does personalisation become intrusive?

    Show answer

    When it uses private details customers did not expect.

Taught live by an instructor — online or in person. Free course lessons are for self-study and do not lead to a certificate — see registration options.