AI for Customer Service & Support
A 65-minute playbook for CX leaders — three patterns that ship, two that backfire, the support-not-surveillance line, and a 4-week pilot with the KPIs that prove value.
Last updated: 2026-05-20
What you'll learn
By the end of this course you'll be able to:
- The CS-AI fit map — three patterns that ship, two that backfire, one principle for every pitch
- Agent assist — the four-component stack + three anti-patterns + six-week rollout rhythm
- Scoped deflection bots — intent inventory + three scope rules + clean-handoff design
- Multilingual support — language reality + code-switching + production gotchas at scale
- Knowledge AI — three grounding disciplines + KB-quality gate + citation patterns
- Sentiment + escalation — the support-not-surveillance line + escalation logic teams rely on
- Voice support AI — three plays + latency/accent gotchas + the disclosure customers expect
- Your 4-week pilot plan — one play deeply + KPI scaffold + four conversations Monday
Who this is for
CX leaders, contact-centre operators, support managers, and ops teams running customer service across phone, chat, and email. Especially useful for teams considering bot deployments at scale and concerned about CSAT impact — and for teams whose previous AI rollout fractured frontline-agent trust.
Curriculum
8 chapters · 2 hands-on exercises · capstone challenge
Each chapter ends with the learning objectives ticked off. Quizzes are auto-graded with feedback; exercises are open-ended and produce artifacts you can take to your team.
1. The CS-AI fit map
- Name the three CS-AI patterns that ship + the two that consistently backfire
- Apply the principle — AI handles volume, humans handle judgment — to every vendor pitch
2. Agent assist done right
- Deploy all four components: suggested response, knowledge surfacing, real-time coaching, auto case summary
- Avoid the three anti-patterns and hold the six-week rollout rhythm
3. Scoped tier-1 deflection bots
- Run the intent inventory; refuse deflection bots if top 10 intents are under 60% of volume
- Build whitelist + 3-turn cap + emotional-escalation exit + clean-handoff design
4. Multilingual support at scale
- Measure actual language distribution; tier languages by deployment depth
- Handle code-switching, dialect register, and the three production gotchas at scale
5. Knowledge base AI — without hallucinated policies
- Enforce the three grounding disciplines — retrieval-only, mandatory citations, refusal patterns
- Pass the KB-quality gate before deploying — atomic articles, same-day versioning, quarterly audit
6. Sentiment, escalation, and frontline trust
- Commit to three support-not-surveillance principles in writing before deploying sentiment AI
- Send the right team-trust signal — adjusted-on-feedback, coaching-not-punishment, no AI-driven terminations
7. Voice support AI
- Ship three voice plays — IVR replacement, structured data capture, wait-time assistant
- Architect for latency under 1.5s, accent recognition, interruption handling, and disclosure
Capstone: Capstone — Your 4-week CS AI pilot plan
- Run one play deeply for four weeks with daily standup and clean baseline
- Schedule four week-one conversations: executive sponsor, supervisor, infosec/legal, two pilot agents
Capstone deliverable: Every learner who completes this course produces «Your 4-Week CS AI Pilot Plan» — a tangible artifact you take back to your organization.
Interactive Course · Free
Full web-rendered experience available now.
All 8 chapters live with interactive slides, audio narration, mock-exam practice, and cross-device progress tracking. The first two chapters are accessible without an account.
References & sources
Built on cited sources — not vibes.
Every course is researched fresh against vendor documentation, regulatory sources, and peer-reviewed work. Sources used in this course:
Microsoft Dynamics 365 Customer Service — Documentation
Microsoft Learn · Source link
Gartner — CX in the Age of AI
Gartner Research · Source link
McKinsey — Customer Operations and AI
McKinsey & Company · Source link
EU AI Act — Final Text (incl. transparency/disclosure obligations)
European Parliament · Source link
Course details
Track
By Function
Level
Intermediate
Audience
Director, Manager, Individual contributor
Function
Customer Service
Industry
Cross-Industry
Stack
Microsoft, Stack-agnostic
Paired Gennoor Way phase
train, innovate, sustain
Format
interactive, video, reading
You finished the course. Now what?
From course to outcome.
Reading this course is step one. The next step is applying it where you work. Here's how Gennoor helps — without the deck, without the pitch.
Run this for your team
A 2-day workshop or virtual cohort for up to 25 of your people, with exercises run on your data and a 30-day adoption plan.
From $5k · 2 weeks · function-specific
Apply this to your data
A 4–6 week pilot that takes what you learned and ships a working system inside your environment. Fixed scope, fixed price, code transferred day one.
From $25k · 6 weeks · production-grade
Just want to talk?
Free 30-minute call. No deck, no pitch. We listen to your situation and tell you honestly what makes sense — even if it isn't us.
Free · no commitment · 30 minutes
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