AI for Customer Support & Operations

Serve the agent before the customer: grounded reply drafting, closed-list routing, the deflection trap, and a staged rollout that avoids a public failure.

Support is where AI has been deployed most aggressively and most badly, almost always because deflection was measured instead of resolution. A customer who gave up looks identical to one who was helped. This course teaches the version that works: AI serving the agent first, with grounded reply drafting that answers only from your knowledge base, closed-list classification with an "unsure" route to a human, and operational analysis that turns a month of tickets into the best product insight your company has. It covers multilingual support properly, including why honorifics and formality make raw machine output risky, and closes with a four-stage rollout that starts invisible to customers.

What you'll learn

• Separate deflection from resolution and measure what matters
• Draft replies grounded strictly in your own knowledge base
• Design closed-list routing that escalates instead of guessing
• Turn ticket volume into root-cause insight for the product team
• Run multilingual support with checked templates and glossaries
• Roll out in four stages with kill switches and honest disclosure

Course content

1. 1. What AI should and should not touch in support (15 min)
2. 2. Deflection versus resolution: the metric that ruins support (15 min)
3. 3. Drafting replies and knowledge that stays correct (15 min)
4. 4. Triage, routing, and operational analysis (15 min)
5. 5. Multilingual support without embarrassing yourself (15 min)
6. 6. Rolling it out without a public failure (15 min)

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