AI for Customer Service & Support
A ~36-minute playbook for CX leaders, support directors, contact centre ops heads. 6 plays, 3 anti-plays, the disciplined assist + scoped-bot stack, 12-week rollout. Grounded in Air Canada Moffatt + NYC MyCity + EU AI Act Article 50.
8
Chapters
~36 min
Duration
Intermediate
Level
No
Certification
Who this is for
For CX leaders, support directors, contact centre operations heads, and the heads of digital who own customer-facing AI.
How this course works
- 8 audio-narrated slide chapters · ~36 min of focused content
- Capstone with interactive Markdown builder you take to your team
- Trust trip-wires on every play — what not to cross
- Free verifiable certificate on completion
What you'll walk out with
Specific outcomes from this course — no fluff.
- The 3 CS-AI patterns that ship in production — agent-assist, scoped deflection bots, hybrid
- The 2 patterns that backfire — full bot deflection without escalation, AI-only triage
- The disciplined agent-assist stack that drops AHT without breaking quality
- The scoped-deflection-bot design — narrow scope, clear escalation, fast handoff
- A 4-week pilot plan with the KPIs that actually prove value (CSAT, FCR, deflection, AHT)
- The Air Canada Moffatt boundary — anything the AI says is a representation by your company
- The disclosure + escalation discipline — EU AI Act Article 50, when to reveal AI, when to hand to human
- The quality-monitoring loop — shadow QA, drift detection, the 5 metrics that matter weekly
Course content
8 chapters · ~36 min
Welcome
A 1-minute orientation — what the course covers, how to navigate, and what you walk out with. No audio on this screen.
The CS-AI landscape
AI for volume · humans for value · 6 plays · 3 anti-plays · regulator-aware (EU AI Act + Air Canada Moffatt + NYC MyCity).
Agent assist vs full bots
4-mode spectrum (manual · augmented · hybrid · autonomous) · where assist works (20-40% productivity) · where scoped bots work.
Multilingual + accessible support
3 use cases · the high-stakes line (legal · medical · account · dispute) · accessibility discipline with community review.
Knowledge base AI + grounding
Air Canada Moffatt cross-domain · what grounding is · 4 KB hygiene rules (single source · retire stale · measure coverage · escalate uncertain).
Sentiment + 5 escalation triggers
5 triggers (declining sentiment · explicit request · high-stakes · repeated failure · vulnerable) · warm-handoff design.
Quality assurance
100% sampling possible · 5 metrics (FCR · AHT · CES · escalation · knowledge use) · weekly 2-2-2 coaching loop.
Voice support AI
Why voice is harder · 2 patterns (assist · autonomous narrow) · disclosure + consent (EU AI Act Art 50 + US states).
Making it stick: your CS-AI rollout roadmap
Adoption with frontline (3 moves) · 12-week rollout · 4 trust trip-wires · interactive Markdown builder for your VP CX.
Want this delivered inside your organisation?
The course is the starting point. The same content powers a 4-week pilot, an org-wide rollout, or a continuous build engagement — set up on your data, with your team, by Gennoor Tech.