AI agent for customer service

Faster replies are only worth having when they are correct, traceable and easy to hand over to a person. You choose which cases the assistant may handle and decide where a human must take over.

The course has nine parts. You map intent and the information each case requires, write an answer policy and a knowledge boundary, set a tone that helps without hiding limitations, and build an escalation that carries the full context.

You handle customer data, identity checks and permitted actions, test the customer journey and measure the right things, and run a test lab with five cases plus a separate decision before designing a controlled pilot. The final test has eight questions and seven correct answers give you the certificate.

What you will be able to do

• ✓Choose which cases the agent may handle
• ✓Create reply templates with the right tone
• ✓Build a clear handover to a human
• ✓Follow up on quality and satisfaction