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By professionIntermediate ~41 min5 lessons12 exam questions

AI for customer support teams

A practical course for customer support teams: the AI basics every professional needs plus a module on the tasks, tools and prompts of your job.

Who it is for: Customer support agent · Free · no sign-up

Course content

0 of 5 completed
  1. 1How ChatGPT works — without the maths6 min
  2. 2How to check whether AI is telling the truth5 min
  3. 3What never to share with AI5 min
  4. 4Prompting for work: roles, examples, structure7 min
  5. 5Your profession module8 min
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Exam and certificate12 questions · 80% for the certificate
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Module: AI in your profession

Customer support agent

AI answers routine questions and drafts replies instantly — empathy, exceptions and angry customers still need a person.

Your tasks and AI

  • Answering routine questionsChatbots grounded in your help centre.
    AI can do most of it
  • Drafting repliesTone-matched drafts you approve.
    AI can do most of it
  • Translating ticketsSupport customers in any language.
    AI can do most of it
  • Escalations and upset customersHuman empathy and authority matter.
    Stays human
  • Finding trends in ticketsAI clusters topics; you fix root causes.
    AI assists, you decide

Four prompts for your profession

Empathetic reply
Fill in the brackets — or leave them and fill them in the chat
Your prompt · 2 field(s) still empty
Customer message: [PASTE]. Our policy: [POLICY]. Write a reply that acknowledges their feeling, explains clearly what we can do, offers one alternative, and ends with a concrete next step. Max 120 words, warm but professional.
Don’t paste personal data of others — or clean it first with Clean before AI. →
FAQ from tickets
Fill in the brackets — or leave them and fill them in the chat
Your prompt · 1 field(s) still empty
Here are recent support tickets: [PASTE]. Group them into topics, rank by frequency, and write a help-centre FAQ answer for the top 8. Flag issues that indicate a product bug.
Don’t paste personal data of others — or clean it first with Clean before AI. →
Macro library
Fill in the brackets — or leave them and fill them in the chat
Your prompt · 2 field(s) still empty
Create 10 reusable reply templates for [PRODUCT] support: order status, refund, delay, bug report, feature request, cancellation, billing error, account access, complaint, thank-you. Use [NAME] placeholders.
Don’t paste personal data of others — or clean it first with Clean before AI. →
De-escalation coach
Fill in the brackets — or leave them and fill them in the chat
Your prompt · 1 field(s) still empty
Role-play an angry customer about [ISSUE]. After each of my replies, rate empathy and clarity 1–10 and suggest a better sentence. End after 4 rounds with 3 tips.
Don’t paste personal data of others — or clean it first with Clean before AI. →

Review the tasks and try at least one prompt on a real task — then mark the module as done.

More on AI in this professionAll prompts for this profession

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