AI for Customer Service: Faster Support with Human Care

Course contents (10 parts)

1. 1

   Pre-course assessment

   Check your starting knowledge before learning

2. 2

   What are AI Agents?

   Lesson video

3. 3

   Map requests and human decision points

   Understand request types, urgency, and impact before designing assistance.

4. 4

   Build answers from approved knowledge

   Make documents, effective dates, versions, and owners retrievable.

5. 5

   Draft replies that help customers take the next step

   Use clear, respectful language without unverifiable promises.

6. 6

   Measure quality and manage escalation

   Track resolution, accuracy, escalation, and customer feedback.

7. 7

   Case study: an address-change request

   Separate a general question from an account change requiring verification.

8. 8
   Document0 points1 min

   Course study guide

   A practical guide to the course lessons, with Thai and English editions.

9. 9
   Document0 points1 min

   Practical workbook

   Course-based exercises for review and planning a small real-world trial.

10. 10

    Post-course assessment

    Eight scenario-based questions