Automated Customer Support
Design a customer-support process that combines useful AI drafts with clear human review, escalation, and exception handling.
Curriculum
Build a response library. Create reusable replies with variables, approved sources, and conditions that require review.
Handle uncertainty and complaints. Acknowledge a problem and route it to the right person without making an unauthorized promise.
Design a draft-and-review workflow. Define inputs, processing steps, reviewer responsibilities, and exception paths before connecting software.
Test failures and duplicate events. Plan tests for incomplete requests, conflicting instructions, unavailable tools, repeated events, and uncertain send outcomes.
What you will create
Ten reusable response-template entries.
An escalation rule and two reviewed complaint-response examples.
A workflow specification with review states and implementation questions.
A failure-test plan with expected outcomes and evidence to inspect.
Tools and experience
Use an AI text assistant, a document editor, and a table or spreadsheet for the test log. Optional third-party subscriptions are separate.
What the course covers
The training focuses on planning and reviewing a support workflow. Connecting live software, configuring integrations, and automatically sending customer messages require additional implementation. The current course videos use English slides with on-screen text and no audio narration.
