Implementing AI in customer support

A hands-on course for using AI to drive results for your customer support team.

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About this course

Designed for customer support professionals and managers, this comprehensive course explores how to implement AI-powered assistants into your customer service workflows.

First, you’ll learn how to build an AI copilot that your customer support team can use to query knowledge sources, internal documentation, and public-facing data to get quick answers to customer queries, generate accurate responses, and provide advice across long context windows. The copilot will help your customer support team:

  • Drastically reduce response times to customer inquiries
  • Be more efficient all-round, allowing them more time to focus on strategic work
  • Provide more accurate answers to inquiries- Efficiently categorize and route issues
  • Supercharge many more support workflows

Next, you’ll create an AI analyst in ChatGPT to give you actionable insights into your support data.

By the end of this course, you’ll be equipped with the knowledge and tools to elevate and drive tangible results for your customer support team. Check out our precursor to this course: Develop an AI strategy for customer support

Skills you'll learn

By taking this course you’ll learn how to:

  • Set up and configure an AI copilot using OpenAI's custom GPTs
  • Identify and fill knowledge gaps in customer support documentation
  • Use AI to gain actionable insights into your support data
  • Measure and improve key customer support metrics using ChatGPT

Syllabus

The tutorials below are in a sequence, the first one is at the top.

Intro to implementing customer support AI assistants

Learn the difference between AI agents, copilots and analysts - and the benefits and challenges to be aware of.

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Setting up a customer support AI copilot

Create step-by-step an internal AI assistant to help your support team with knowledge and documentation.

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Document management for customer support AI assistants

Walk through how to manage knowledge sources for your newly-built customer support AI assistant.

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Developing an AI analyst to automate customer support insights

How to use ChatGPT to analyze your support system based on key metrics.

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AI agents and customer support automation workflows

A look at how AI agents can impact customer support through the power of automation.

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