Skip to content
  • There are no suggestions because the search field is empty.

ESG AI Usage Policy and Guidelines

This policy applies to anyone at ESG who uses AI tools as part of their work, including employees, contractors, and partners delivering work on behalf of ESG.

 

Download ESG AI Usage Policy

 

ESG AI Usage Policy and Guidelines

1.0       Purpose

AI is becoming a normal part of how modern teams work, and it’s moving fast. At ESG, we see AI as a helpful support tool that lets us work more efficiently, stay on the cutting edge, and deliver even stronger outcomes for our clients. AI in this context refers to any internal tool that helps us automate routine tasks or accelerate the work we already do. It’s not a replacement for the experience, judgment, and consulting expertise our clients count on. Instead, it enhances the strengths we already bring to the table. This SOP outlines how we use AI responsibly in ways that protect confidentiality, support great work, and maintain ESG’s winning standards.

2.0       Scope

This policy applies to anyone at ESG who uses AI tools as part of their work, including employees, contractors, and partners delivering work on behalf of ESG.

3.0       Objectives

Our goals are to:

  • Give everyone clarity and confidence in how we use AI
  • Encourage responsible experimentation and learning
  • Maintain the trust of our clients by protecting their data and privacy
  • Ensure our deliverables always reflect ESG’s expertise and standards
  • Stay product agnostic while still empowering our teams to explore new tools
  • Support a culture of innovation, curiosity, and continuous improvement

 

4.0       Appropriate Uses of AI

We encourage employees to use AI internally to support their work when it helps them move faster, think more clearly, or improve the quality of what they're producing. Examples include:

4.1       Writing Support

  • Creating first drafts of documents, summaries, presentations, and emails
  • Organizing ideas into outlines or frameworks

 

4.2       Analysis and Synthesis

  • Summarizing large or complex content
  • Identifying themes, lists, or similarities
  • Exploring variations or alternative approaches

 

4.3       Quality Improvement

  • Rewriting content for clarity, tone, or brevity
  • Checking grammar or flow

 

4.4       Research and Learning

  • Getting quick explanations
  • Exploring unfamiliar topics
  • Brainstorming options or questions to consider

ESG employees will always review, refine, and personalize AI-assisted content before using it for Client-facing work.

5.0       Prohibited Uses

To protect our clients and maintain our standards, we avoid using AI in ways that could compromise confidentiality or reduce the quality of our work.

5.1       Sending Unedited AI Content to Clients

AI-generated output cannot be delivered directly without human editing and judgment.

5.2       Claiming AI Ideas as ESG Methodology

AI can help us brainstorm, but ESG methodologies come from real experience. AI-generated ideas shouldn’t be labeled as official frameworks.

5.3       Making Vendor or Product Recommendations

We ‘typically’ stay product agnostic. We don’t recommend specific tools or platforms to clients. It’s fair to speak generally about what we do see being used or leveraged in the marketplace without leaning heavily into a choice or strong opinion.

5.4       Entering Confidential Data

We never enter Client-confidential or sensitive information into public AI tools unless we are specifically instructed to do so by our client. We use abstract, redacted, or high-level details when needed.

5.5       Replacing Consultant Judgment

AI doesn’t replace strategic thinking, risk assessment, or decision-making. Those responsibilities remain with us.

6.0       Standards for AI-Assisted Work

Any work that uses AI support must meet ESG’s quality expectations.

6.1       Humanization

We edit AI output so it sounds natural, specific, and personalized. AI patterns should never be visible in client deliverables.

Some AI patterns and dead giveaways are as follows:

  • Any use of the “em dash” which is a large hyphen (—) that is common in AI writing tools. The reason this is so noticeable is it is not on a standard keyboard and requires a series of special key stroke combinations to be able to type.
  • Horizontal rules (lined dividers ----------------------------------------------) between pages or paragraphs.
  • “Non-human” speak – overly business or too formal for the audience and human relationships we are building with our clients.

6.2       Tone and Voice

We make sure our final writing reflects ESG’s approachable, confident, and people-first voice.

6.3       Accuracy

We fact-check all AI-generated writing and answers and verify anything that could be misinterpreted or wrong.

It’s common to review facts and information written by AI based on our own experience and see where AI may have it wrong. But the most important areas to review are the areas that you don’t know as much about, and trust AI is listing correct information because it looks conversationally correct. It’s critical that we steer our clients and their companies in the right direction and give them proper expert guidance. Please check with your peers and other experts within the ESG team without putting your full trust in the guidance from AI.

6.4       Adding Expertise

We always add our own insights, examples, and professional judgment. AI helps with structure, but expertise comes from us.

7.0       Discreet and Professional Usage

AI tools are typically internal tools. We don’t highlight it to clients or rely on it in a way that changes their perception of our value.

*There are cases where our clients have internal AI use policies. In these cases, we should also respect and follow those requirements where necessary. This includes authorized use of client AI tools.

If a Client asks about our use of AI, we use this approved response:

"We use modern tools internally to help us work efficiently, but all recommendations and insights come from ESG expertise and experience."

8.0       Exploration and Learning

We encourage everyone to explore and learn about AI tools to improve their own workflows. We stay curious and build confidence with new capabilities as long as we:

  • Don’t endorse or recommend specific tools to clients
  • Don’t suggest purchases
  • Don’t present external tools as ESG-approved

Inside ESG, employees are welcome to share prompts, strategies, and lessons learned.

9.0       Supporting Innovation

We celebrate responsible innovation and creative problem solving. When employees develop meaningful improvements through AI, whether through workflows, reusable prompts, or time savings, we’ll recognize and share those wins internally.

10.0     Market Position

Approved external statement:

"At ESG, we combine proven Customer Success expertise with modern AI support. Our teams use AI internally to work more efficiently, but every recommendation and decision is deeply rooted in real-world experience. AI enhances our value. It doesn’t replace it."

11.0     Responsibilities

We’re all responsible for:

  • Using AI responsibly and thoughtfully
  • Protecting Client confidentiality
  • Reviewing and humanizing AI-assisted work
  • Asking questions when something is unclear
  • Following the guidelines in this SOP

12.0     Review Cycle

We’ll update this policy as AI capabilities evolve. Updates will be announced across the company as changes are made.