Beginner · 4 lessons · about 30 min · free certificate
AI for customer service reps
A practical course for people who answer customers by chat, phone, email and social media. You will learn to use AI for faster, kinder replies while keeping customer data safe and keeping the hard conversations human.
For: Customer service, support and contact-center agents, and team leads who coach them.
Start lesson 1When you finish
- You can map support work into tasks AI can draft, tasks where it assists you, and tasks that need a person.
- You can write prompts that turn a customer message into a clear, warm, accurate reply.
- You can summarize long case histories and write handoff notes without exposing private data.
- You can spot when an AI answer is wrong, too robotic or unfair before it reaches a customer.
- You can explain your AI skills honestly to a manager or hiring team.
Lessons
0 of 4 lessons done in this browser
- How AI is changing the work of a customer service repabout 5 minWhen you finish, you can sort your support tasks into what AI can draft, what AI can assist with, and what stays human.
- Your first AI wins: five everyday tasksabout 6 minWhen you finish, you can write a clear prompt for five support tasks and know exactly what to check in each result.
- Guardrails for customer service repsabout 5 minWhen you finish, you can decide what never goes into an AI tool, how to check replies, and when to say no.
- Grow with AI: your 30-day planabout 5 minWhen you finish, you can follow a four-week plan and describe your AI skills honestly to your manager or a new employer.
Final exam and certificate
8 questions. Score 7 or more for a free certificate of completion you can share and add to LinkedIn. Unlimited tries.
Take the final examPrompts you can use today
Copy one, replace the [brackets] with your details, and paste it into the AI tool you use. Leave out anything private.
Draft a reply to an upset customer
A customer wrote this message: [paste with name, account number and contact details removed]. Our policy is: [paste the relevant policy lines]. Write a reply that acknowledges the problem in the first sentence, explains what I can do, and gives a clear next step. Use short sentences and a calm, respectful tone. Do not promise anything that the policy does not allow.
Summarize a long case
Here is the history of a support case with private details removed: [paste]. Write a handoff note for the next agent with these headings: what the customer wants, what has been tried, what is still open, and the next best step. Keep it under 120 words.
Rewrite a harsh reply
Rewrite this draft so it is warm and clear without changing the facts or the decision: [paste draft]. Remove any blame. Keep it under 100 words and end with one clear next step.
Turn a fix into a help article
I solved this problem for a customer: [describe the steps in your own words]. Write a short help article with a title a customer would search for, a one-sentence summary, numbered steps, and a 'still stuck?' line. Use plain words and no jargon.
Build a macro with blanks
Create a reusable reply template for this situation: [situation, e.g., a delayed delivery]. Use [brackets] for details I fill in, like [order date] and [new date]. Include a short apology, what happened in one sentence, what we are doing, and what the customer can do next.
Translate and check tone
Translate this reply into [language] for a customer in [country]. Keep it polite and natural, not word for word. Then list any phrases that might sound too formal, too casual or confusing for a reader in that region: [paste reply].
Find the pattern in complaints
Here are twenty short customer complaints with names removed: [paste]. Group them into themes. For each theme, give a short label, how many complaints fit it in your own count, and one example sentence. Point out any complaint that does not fit anywhere.
Practice a hard call
Act as a frustrated customer whose [problem] has not been fixed after two contacts. I am the agent. Stay in character, respond realistically, and after five exchanges stop and give me feedback on where I showed empathy and where I could have been clearer.
Ask the AI tutor
Ask anything about this course, in any language. The tutor is an AI: it can be wrong, and it never needs your personal details.
AI-drafted. Checked by an automated validator and a separate AI reviewer; a person has not read every lesson. Translations and tutor answers are AI-made. Found a mistake? Tell us. Tool facts last checked November 2026; features change, so check the product's own help pages. AI can be wrong. General information, not professional advice. Product names identify the tools taught; no affiliation or endorsement. Current University is not accredited; certificates of completion are not degrees, credit or licenses.