Practical Application of AI in Customer Service and Support
Chatbots and agent-assist tools can cut wait times, or promise refunds you never approved. Deploy AI that answers from policy and hands off to a person at the right moment.
What you'll be able to do
- Set up a chatbot that answers only from approved sources and says when it can't
- Escalate complaints and vulnerable customers to people before harm is done
- Give agents AI help they can trust, with checks on what it suggests
- Review quality and mine recordings for insight without turning into surveillance
An AI customer service standard
What's in it. Approved tools and data rules, the chatbot's sources, disclosure, commitment limits, escalation triggers and test set, agent assist checks, quality review rules, and data masking and retention, each with owner and evidence.
You build it lesson by lesson, using your own organization, and submit it for your certificate. It's yours to keep and adapt.
Who it's for
Customer service and support managers, contact center leads and CX teams.
What's inside
- 1Where the requirement comes from 18 min
- 2How small teams and enterprises meet it 16 min
- 3Chatbots that answer from policy 24 min
- 4Escalation, complaints and vulnerable customers 22 min
- 5Supporting agents 22 min
- 6Quality review without surveillance 20 min
- 7Data, recordings and insight 20 min
- 8Hands-on lab: small team choose one 22 min
- 9Hands-on lab: enterprise choose one 24 min
- 10Finish and submit your deliverable 20 min
Built for your size
The requirement is the same everywhere. How you meet it depends on who you have. You pick the lab that matches your organization.
How you earn the certificate
Submit your finished deliverable, which is scored against a published rubric, and pass a short scenario quiz. Your certificate goes to your wallet and can be checked by anyone on the public register.