AI for Customer Service

This course teaches support managers, team leads, and agents to deploy AI across a real customer-service operation without writing code. You will ground an AI bot in your help center so it answers from your policies instead of guessing, build agent-assist macros and draft-reply workflows, set up automated triage and routing by intent, and design escalation rules that protect angry, high-value, and at-risk customers. Every lesson uses named tools — Zendesk AI, Intercom Fin, Gorgias, Salesforce Einstein, Forethought — and ends with a concrete build step, real benchmark numbers, and a worked support example.