25 AUG 2026

Creating a foundation for responsible AI use

As artificial intelligence becomes increasingly embedded in everyday work, Contact recognised both the opportunity and the responsibility that comes with its adoption. AI has the potential to improve productivity, support decision-making, and unlock new ways of working, but it also raises important considerations around privacy, security, governance, accountability, and ethical decision-making.  

To help employees engage with AI confidently and responsibly, Contact identified the need for a consistent organisation-wide understanding of how it should be applied.  

Recognising the growing role AI would play across the organisation, Contact took a proactive approach by investing early in employee education and capability building.  Contact developed and launched the AI Academy, a structured learning programme built to grow AI literacy and promote safe, ethical, and secure AI use across the organisation.  

The AI Academy provides employees with a shared understanding of AI concepts, practical skills for using AI tools, and guidance on the responsibilities that come with them. By creating a common foundation of knowledge, Contact is ensuring employees can explore AI opportunities while maintaining appropriate governance, security, and risk management practices. 

The programme consists of four foundational learning modules:  

AI Essentials 

AI Essentials introduces employees to the fundamentals of artificial intelligence and establishes a common language across Contact. The module covers what AI is and isn’t, the different types of AI employees are likely to encounter, and how AI is already being used in organisations and everyday work. 

Responsible Use of AI 

This module covers the ethical, safe, and compliant use of AI at Contact, including Contact’s AI principles, governance requirements, accountability expectations, and approval processes. Through practical workplace scenarios, employees build an understanding of data privacy, risk management, bias awareness, and the potential implications of AI-assisted decisions.  

AI Prompting Basics 

AI Prompting Basics builds employees' ability to engage effectively with approved AI tool, including prompting techniques that improve the quality, relevance, and usefulness of AI-generated outputs. Supporting resources and guidance helps employees apply these skills confidently in their day-to-day work while maintaining appropriate oversight and judgement. 

Strategic Use of AI 

This module moves beyond individual productivity to focus on identifying opportunities where AI can create meaningful business value. Employees learn practical frameworks for evaluating potential use cases, assessing feasibility and risks, and making informed decisions about when AI should and should not be used. 

Strengthening AI capability 

While the AI Academy strengthens employees' technical understanding of AI, its primary purpose is to build a culture of responsible AI use across Contact. 

The programme encourages employees to think critically about AI-generated outputs, understand the technology’s limitations, and consider the security, privacy, ethical, and governance implications before applying AI in practice. Embedding these principles into organisation-wide training empowers employees to make informed decisions and seek guidance when risks or concerns are identified.  

The AI Academy demonstrates Contact’s commitment to preparing its people for the future of work, without compromising on governance and accountability. By investing early in AI capability, Contact has built a consistent foundation of AI literacy across the organisation and equipped employees with the knowledge and skills needed to use AI safely, ethically, and securely.  

As AI continues to evolve, this foundation will help Contact responsibly realise its benefits, maintain trust with customers and stakeholders, and support the long-term, sustainable AI adoption across the business.