How AI Can Help You Navigate the System Like a Pro

Dealing with companies, customer service can take valuable time. Let your favorite AI bot come to the rescue

Edward C. Baig,

Updated December 17, 2024

AARP

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Published December 16, 2024

/ Updated December 17, 2024

a robot finger walks across a computer keyboard

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In this story

Free software help • Get some advice • Go in depth • Draft a letter • Change your tone • Practice and strategize • Summarize, simplify • Assign a role • Avoid the pitfalls • Sample letters

Dealing with an uncooperative customer service agent? Struggling to understand a wordy insurance document? Looking to compare one retirement investment plan to another?

You may find help by using free software.

Artificial intelligence tools such as ChatGPT; Google Gemini, which started as Bard; Microsoft Copilot, which used to be Bing; and most recently Apple Intelligence, can help you outsmart the system if you know their possibilities — and their limitations.

Recent AARP surveys reveal that 85 percent of Americans 50 and older have heard of generative AI and just less than a third are excited about the benefits. However, only 2 in 5 claim they are knowledgeable.

A primer: AI comes in several flavors, some that have been around for years and are baked into tech products people regularly use. Generative AI is the kind sopping up recent headlines.

These chatbots and services churn out texts, audio, pictures and videos in seconds, based on voice prompts from a user. Content is drawn from the ginormous databases these AIs were trained on — the internet at large or a smaller data set — what tech geeks call large language models or LLMs.

Get some advice

Start with the basics. Some examples: “What is the best way to save money on landline telephone charges?” Or “Is a nursing home appropriate for my aging mother who has dementia and issues with mobility?”

But here’s where AI can beat a standard web search: You can follow up to drill down further.

AARP

Learn more

AARP’s new guide to artificial intelligence was published in November 2024 and designed for those who want to learn about AI in depth from the ground up. It’s more than 300 pages.

In the nursing home example, after that first piece of advice, you might ask, “How much is this going to cost in the state of Florida? or What is the likelihood that insurance will cover this?” says industry analyst Laurie M. Orlov, founder of the Aging and Health Technology market trends website.

“I don’t think you want to look at AI as beating the system [so much] as trying to cope with the system,” she says.

Another tip: Ask the AI bot to suggest questions you hadn’t thought of or for help finding other resources. “Just have a free-flowing, friendly chat and see where your curiosity takes you,” says Jenny Blackburn, Google vice president of UX, Gemini experiences.

Draft a letter

Having trouble crafting that email to a company’s customer service center?

Maybe you’re seeking compensation for lost luggage or asking an insurance company to reconsider your denied claim. But you don’t know how to write it to get results.

Ask AI to get you started with a prompt such as, “Draft a letter to ...” and then add the details.

What comes back can be a useful first draft, says Michael L. Miller, author of Using Artificial Intelligence: Absolute Beginner’s Guide from AARP. After that, you need to think about massaging the missive to make it your own.

Change your tone

AI can also review your work. After reading a draft you’ve written, maybe it seems off or perhaps shows your frustration too much.

Ask AI to soften your tone to make the letter friendlier or add language to sound more professional. You can even have AI proofread your draft for grammar and punctuation errors.

Practice and strategize

If you land a job interview, ask AI to go through a written mock interview exercise with you. Or if you’re complaining about a confusing charge on your credit card statement, ask to help you formulate talking points for your call with customer service.

Summarize and simplify

AI bots can summarize lengthy documents you upload while simplifying jargon or summarizing complicated topics.

“Ask the AI to ‘explain it to me like I’m an eighth-grader,’ ” Miller says.

Assign a role

To get better responses from AI, Mike Reilley, an AI trainer for the Online News Association, says to assign it a specific role. For example, prompt the bot by writing, “I am a senior citizen living in Fort Lauderdale, Florida, and I want to write a really nice welcome letter for my event coming up at a country club.”

“If you give it a hat to wear, it will do the job much more accurately,” Reilley says.

Avoid these pitfalls

Don’t take what AI spits out as gospel. Content may be biased and sometimes inaccurate, so verify anything that looks like a “fact.”

Be especially wary of leaning on AI for financial, legal and medical advice. AI can provide initial direction, but you should also seek the advice of qualified professionals for important matters.

And be careful not to give the bot any financial or revealing personal data. Finally, remember that AI is just a tool, not a solution in itself.

“There’s a thought that AI’s going to do everything for us in the future,” Miller says. “Maybe sometime in the future, but certainly not today.”

Sample letters from AI

We used ChatGPT to create these draft letters in a fraction of a second.

Prompt: Draft a letter to the airline for compensation for my lost suitcase and its contents.

Result:

Subject: Request for Compensation for Lost Suitcase and Contents

Dear Customer Service Team,

I hope this message finds you well. I am writing to formally request compensation for my suitcase that was lost during my recent travel with [Airline Name] on [Flight Number] from [Departure City] to [Arrival City] on [Date of Travel].

Upon arrival at [Arrival City], I discovered that my suitcase did not arrive. I promptly reported the issue to your baggage services desk and was given a reference number: [Reference Number]. Despite my efforts to track the suitcase, I have yet to receive any updates regarding its whereabouts.

The suitcase contained several valuable items, including [briefly list significant items and their approximate value, if possible]. The total estimated value of the contents is [Total Value]. Given the circumstances, I believe I am entitled to compensation for both the lost suitcase and its contents.

I have attached copies of all relevant documents, including my boarding pass, baggage claim ticket, and any correspondence related to this matter.

I appreciate your prompt attention to this issue and look forward to your response regarding the next steps in the compensation process.

Thank you for your assistance.

Sincerely,

[Your Name]

[Your Signature (if sending a hard copy)]

[Attachment List]

---

Prompt: Draft a letter to my insurance company to contest a denied claim.

Result:

Subject: Contesting Denied Claim - Policy Number [Your Policy Number], Claim Number [Claim Number]

Dear [Claims Adjuster’s Name or “Claims Department”],

I am writing to formally contest the denial of my recent insurance claim, referenced above. I received your letter dated [date of denial letter], which stated that my claim was denied due to [briefly state the reason given for denial].

I believe this decision warrants further review for the following reasons:

1. **[Reason 1]**: [Provide a clear explanation of why you believe the claim should be approved. Include any relevant facts or documentation that support your case.]

2. **[Reason 2]**: [Continue with any additional reasons, evidence, or documentation that may help clarify or strengthen your position.]

3. **[Reason 3]**: [If applicable, add any other points that bolster your case.]

I have enclosed copies of [mention any supporting documents you are including, such as medical records, receipts, or previous correspondence] for your review. I believe these documents will provide additional context and clarity regarding my claim.

I kindly request a thorough reevaluation of my claim in light of the information provided. I am hopeful for a resolution that reflects the terms of my policy and the circumstances surrounding my claim.

Please confirm receipt of this letter and let me know how I may further assist in the review process. I appreciate your attention to this matter and look forward to your prompt response.

Thank you for your consideration.

Sincerely,

[Your Name]

[Your Policy Number]

[Your Claim Number]

[Enclosures: List of documents included]

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This story was updated to reflect the correct middle initial of author Michael L. Miller.

Edward C. Baig covers technology and other consumer topics. He previously worked for USA Today, BusinessWeek, U.S. News & World Report and Fortune, and is author of Macs for Dummies and coauthor of iPhone for Dummies and iPad for Dummies. Follow him on LinkedIn; Threads; and X, formerly known as Twitter.