AI at Work · Advanced · W6
AI for Customer Service
Agent-assist, deflection, knowledge, and human handoff done right, hands-on
- Duration
- 2 days · 9:00–17:00 each day (13h contact, incl. breaks + lunch)
- Participant level
- Intermediate: regular AI users
- Format
- In-person workshop: hands-on with tools
- Participants
- 12 included · 20 maximum (flexible group size)
- Prerequisite
- W1 (or equivalent)
- Ecosystem
- Your existing tools: exercises and demos on your real stack
- Price
- EUR 7,000 (EUR 250 per extra participant)
- Discovery Session
- On request
Amounts in EUR, excl. VAT.
ai-generatedWhat participants will be able to do
- Design an AI-first customer service workflow
- Build and govern a customer-facing AI agent
- Measure AI impact on CSAT and resolution time
- Manage AI escalation and failure scenarios in live support
Tools & resources
What changes after this module
Support teams leave using AI to draft and speed replies, deflect tier-1 volume, keep knowledge current and design clean human handoff, targeting 60–80% autonomous resolution on the right tier-1 ticket types, measured as resolved, not deflected, while protecting CSAT.
Who should attend
Business teams. Intermediate: regular AI users.
Programme
This agenda is indicative. Content, sequencing, and examples are adapted to your team's context, tools, and objectives.
Before you start
- A laptop and access to an approved AI assistant
- A set of real but anonymised tickets or chat transcripts
- Access to (or an export of) the help centre / knowledge base
- W1 or equivalent baseline
- Anonymise all customer data
| Day 1 | 9:00–10:30 | The support-AI landscape: Assist vs answer vs act: where AI helps and where it quietly hurts CSAT. Hands-onMap your ticket types to “assist / auto-resolve / escalate” and pick the tier-1 candidates. |
| 10:30–10:45 · ☕ Coffee break | ||
| Day 1 | 10:45–12:30 | Agent-assist: Draft replies, summaries, tone control and knowledge surfacing inside the agent’s flow. Hands-onDraft AI-assisted replies for 10 real tickets and edit them for tone and accuracy. |
| 12:30–13:30 · 🍽 Lunch break | ||
| Day 1 | 13:30–15:30 | Knowledge that powers AI: Why answer quality lives or dies on the knowledge base, and how to find the gaps. Hands-onRun a knowledge-gap analysis from unanswered tickets and draft the two missing articles. |
| 15:30–15:45 · ☕ Coffee break | ||
| Day 1 | 15:45–17:00 | Day 1 wrap: Consolidating reply + knowledge for one queue. Hands-onAssemble a reply + knowledge workflow for a single support queue. |
| Day 2 | 9:00–10:30 | Deflection & self-service: Designing chat and answer flows that resolve, not loopGrounded answers only: the bot speaks from approved knowledge, never invents policy (courts have held companies liable for chatbot promises), and identifies itself as AI. Hands-onDesign a self-service resolution flow for one of your Block-1 tier-1 candidates, with clear exit points. |
| 10:30–10:45 · ☕ Coffee break | ||
| Day 2 | 10:45–12:30 | Human handoff: Confidence-based routing and context transfer: customers overwhelmingly want an easy path to a human. Hands-onDesign the handoff and escalation rules for your flow so context transfers cleanly. |
| 12:30–13:30 · 🍽 Lunch break | ||
| Day 2 | 13:30–15:30 | Quality & sentiment: QA at scale, sentiment analysis and protecting CSAT. Hands-onBuild a QA rubric and run sentiment analysis on a batch of conversations. |
| 15:30–15:45 · ☕ Coffee break | ||
| Day 2 | 15:45–17:00 | Measuring impact & wrap: Tying AI to the numbers that matter. Hands-onDefine deflection / CSAT / handle-time metrics and finalise the workflows. |
Deliverables
- Ticket triage map
- Agent-assist reply kit
- Knowledge-gap analysis + new articles
- Self-service flow with handoff rules
- QA rubric
- Support KPI sheet
Interested in running this module for your team? Get in touch and we'll tailor the format, dates, and delivery to your context.
Request this trainingYour trainer
Support-operations background; has deployed AI assist and deflection in live contact centres
Discovery Session
We also offer a Discovery Session: a 3-hour introduction to the core concepts, with a hands-on exercise, on request, for groups of 5 to 15.
3 hours · From €3,500 · Groups of 5 to 15 - On request
Request a Discovery SessionFrequent questions
Can modules be taken individually?
Yes. Every module stands alone at a fixed price, and every module counts toward a programme if you continue.
Where does training happen?
At your premises or remote, on your dates, for private cohorts. Open sessions run on a fixed monthly calendar.
Which AI tools do you train on?
Yours. Every module ships in four ecosystem editions and runs its exercises on your real stack.
Who delivers?
Inforca's senior consultants and trainers. Flagged modules and the executive track are delivered at senior-expert level.
Discuss this module in a First Call: fit, dates, and the path around it.
No commitment · our team responds within one business day