AI for Customer Support and Service

A premium, complete and practice-first course on using artificial intelligence across the customer support and service function in 2026 — for support managers, customer service leaders, CX professionals, team leads and agents. You will learn where AI genuinely helps (ticket deflection and self-service, AI chatbots and support agents with human escalation, knowledge bases and RAG-grounded answers, an AI copilot that drafts replies and summarizes threads for human agents, email and ticket triage and routing, voice and phone support, sentiment analysis and automated quality assurance) and, just as importantly, where a human must stay firmly in control. A dedicated governance module covers the EU AI Act transparency duty for chatbots (Article 50), GDPR on customer data (lawful basis, data minimization, retention), mandatory human escalation, and why AI must never own final decisions on sensitive cases such as large refunds or complaints. The guiding principle throughout: AI handles volume and drafts; humans own judgment and the relationship. Includes real example prompts, workflows, design patterns, escalation rules, a measurement framework (CSAT, deflection rate, AHT, FCR, NPS), an implementation roadmap and a comprehensive final assessment.