Learn how support teams can use AI to answer common questions, summarize tickets, and keep a helpful brand voice.
Includes practical lessons, exercises, and a clear next step after you enroll.
About this course
Curriculum
Lessons are listed in order. Each one has a goal, a walkthrough, practice, and a short check before you continue.
- 01The support jobs AI should take firstDeflection, drafting, and search — not unsupervised refunds.
- 02Grounding answers in help center textAnswer from approved articles or escalate.
- 03Drafting replies in the brand voiceEmpathy plus the next step, without fake intimacy.
- 04Macros, tags, and the queueUse AI to suggest tags and summaries for humans, not to hide tickets.
- 05Quality and safety in support AIPII, threats, and medical or legal overreach.
- 06A 30-day support AI rolloutStart with drafts on one queue, measure handle time and reopen rate.
- 07Workshop: a complete pass on a real taskCombine the earlier lessons into one working example you can keep.
- 08Quality bar, common mistakes, and a 30-day planLock in a checklist so the skill survives after the course ends.