Designing Communications for Humans and Their AI Assistant

For years, organisations have worked to make customer communications more personal, timely and relevant. We've built data-driven journeys that send the right message, through the right channel, at the right time.

But another shift is already underway. It is changing how people access and experience those communications altogether.

AI tools are becoming part of how customers find and understand information. People are already using them to summarise statements, check renewal details or explain policies. It is easy to imagine a time when customers simply ask:

"When is my car insurance due?"

"Has my life insurance claim been approved?"

"How much is my latest power bill?"

Yet while AI can increasingly assist with these questions, much of the detail still sits behind secure portals, in attachments or in structured customer systems.

From messages to memory

We are moving into a world where customers do not just receive messages. They expect systems, including AI assistants, to interpret them.

That monthly statement, claim update or renewal reminder might not be read line by line, but customers will expect the key information to be easy to find, summarise and understand.

For organisations that rely on clear, compliant, data-rich customer communications such as insurers, superannuation funds, utilities and banks, this changes the game.

We do not yet know exactly how these tools will evolve or how far this shift will go. What is clear is that the way information is written, structured and delivered will determine how well both people and machines understand it.

What happens when AI interprets your message

Superannuation

Members can ask their assistant, "How much did I contribute this year?" or "Has my employer paid my super yet?" The accuracy of what an AI reports will depend on how clearly those details are communicated and how easily they can be found.

Life insurance

After lodging a claim, a customer might ask, "What is the status of my life insurance claim?" If claim updates and notifications use consistent, structured language, AI assistants can summarise the information accurately, even if the customer never opens the full message.

Utilities

Customers could ask, "When is my next power bill due?" or "How much water did I use last month?" AI tools may be able to interpret this information if bills and notices are structured in a clear, consistent format.

Banking

Instead of searching through a statement or app, customers may ask, "When is my credit card payment due?" or "Was my refund processed?" Banks that design communications with clarity and machine readability in mind will make it easier for both people and technology to find the right answer.

The design challenge

For communication teams, this evolution introduces a dual responsibility.

• Communicate clearly with people. Messages still need to be human, empathetic and on-brand.
• Communicate clearly with machines. Content needs to be structured and consistent so AI systems can interpret it accurately.

That means:

• Avoiding key details buried in attachments or long paragraphs
• Using consistent headings and phrasing for important data such as policy numbers, renewal dates and amounts due
• Thinking beyond visual design to data structure and accessibility

We are still learning what "AI-ready" really looks like in customer communications. The key is to start designing with both audiences in mind so we can adapt as these technologies mature.

The goal is not to make communications robotic. It is to make them ready for interpretation.