AI Customer Support Agent

6 Interactive Sessions

Short, interactive sessions: watch it work, try it, then build it yourself. You can go deeper at any time in the written chapters.

1. 1

   Put all your support knowledge in one place

   Before an agent can answer a single ticket, the answer has to be findable. Five kinds of support record become one store of documents, each carrying the extra facts later lessons use to route and rank.

2. 2

   Work out what the customer wants

   Turn a customer's message into labels a system can act on: what they want (intent), how urgent it is (priority), which part of the product it is about (topic) and which exact things they named (entities), each with a confidence score.

3. 3

   Find the one right answer

   Get the one right passage for the customer's question: a fast check of help-article titles and tags for common questions, a full scored search for the rest, a bonus for trusted sources, and a snippet step that keeps only the lines that answer.

4. 4

   Answer it, or hand it to a person

   The agent has a draft reply. Send it, or hand the ticket to a person? A reply goes out only when the agent is confident and no rule says a person must handle this kind of ticket. When it hands over, the person gets everything the agent found.

5. 5

   Build the support desk people actually use

   Put the whole pipeline behind a chat window. The customer sees a reply appear word by word, with its source. The support agent sees what the AI read and found. When a ticket is handed over, the person gets the full context and the customer never has to start again.

6. 6

   Check the agent is really helping

   Put the agent where customers already are (chat, email, Slack), then watch the numbers that show whether it helps: how many tickets it handles alone, survey scores, how often it hands over, and how long tickets take. Then close the loop by turning weak spots into new help articles.

How this certificate is scored

Your certificate shows how many of your written answers met the rubric below, checked by an AI grader. Anyone who checks your certificate sees it.

• You answer 6 short questions, one for each module, in your own words (at least 40 words each).
• An AI grader checks each answer against what its module asks for: it must answer the question, use the course's practice case specifically, and be correct.
• To pass, at least 5 of the 6 answers must meet that bar. The certificate says the answers were graded by AI.

The rubric

1. Module 1, Data Lake: Multi-source support data ingestion.
2. Module 2, Intent & Classification: Intent detection + priority scoring.
3. Module 3, Knowledge Retrieval: Hybrid search + FAQ matching.
4. Module 4, Response Engine: Templates + confidence + escalation.
5. Module 5, Support App: Chat UI with agent handoff.
6. Module 6, Deploy & Monitor: Slack + CSAT + dashboards.

What you walk away with