AI for Customer Service & Support
No vendor-pitch hype. Three CS-AI patterns that consistently ship value — agent assist, scoped tier-1 deflection bots, grounded knowledge AI — and two that consistently backfire, named explicitly so the budget redirects. The four-component agent-assist stack with the three anti-patterns the team will quietly route around. Scoped tier-1 deflection with the intent inventory, three scope rules, and the clean-handoff design that protects CSAT. Multilingual support that handles code-switching and regional accents at production scale. Knowledge AI with three grounding disciplines so policies don't hallucinate. The support-not-surveillance line on sentiment AI that decides whether the team leans in. Voice AI with the disclosure customers now expect. And a one-page 4-week pilot plan with the KPI scaffold your CIO will hold you to.
8
Chapters
~65 min
Duration
Intermediate
Level
No
Certification
Course Content
The CS-AI fit map
Three patterns that ship — agent assist, scoped deflection bots, grounded knowledge AI · two that backfire — unscoped bots, autonomous escalation · the principle for every vendor pitch.
Agent assist done right
The four-component stack (suggested response · knowledge surfacing · real-time coaching · auto case summary) · three anti-patterns · the six-week rollout rhythm.
Scoped tier-1 deflection bots
The intent inventory test (top 10 = 60%+ of volume?) · three scope rules (whitelist · turn cap · emotional escalation exit) · the three-component clean-handoff design.
Multilingual support at scale
Measure language reality + tier languages explicitly · code-switching as the production reality (continuous per-turn detection + preserved vocab + register match) · three production gotchas.
Knowledge base AI — without hallucinated policies
Three grounding disciplines (retrieval-only · mandatory citations · refusal patterns) · KB-quality gate (atomic articles + same-day versioning + quarterly audit) · three citation patterns.
Sentiment, escalation, and frontline trust
Three support-not-surveillance principles · three escalation logic components (tiered severity · agent-requested wins · supervisor capacity gate) · three team-trust signals to send right.
Voice support AI
Three voice plays (IVR replacement · structured data capture · wait-time assistant) · three production gotchas (latency · accent · interruption handling) · the three-component disclosure.
Capstone — Your 4-week CS AI pilot plan
One play, four weeks deeply (agent assist as default) · KPI scaffold (4 numbers, 2 cadences) · four conversations to schedule Monday.