Final exam: AI for customer service reps

Read in

1. A company adds a chatbot for order-status questions. What is the most likely effect on human agents?
Agents will answer only order-status questions all dayAgents will see more of the harder and more emotional casesAgents will handle exactly the same mix of cases as before, only fasterAgents will have no work left once the chatbot is running
2. Your AI draft says 'you have 90 days to return this item', but your policy is shorter. What should you do?
Correct it against the real policy before sendingTell the customer 90 days and add that it may differAsk the tool to rewrite it with a softer tone, then send itSend it, since the tool usually gets policy details right
3. Which prompt gives the best chance of a useful handoff note?
Write a handoff note for the next agent that covers everything said in the chat so far, with lots of detail and every dateMake a handoff note that is short, friendly and professional, and shows the customer that we care about themWrite a handoff note with headings: what the customer wants, what we tried, what is open, next step, under 120 words.Tell me about this case and what the next agent should know so they can carry on the conversation easily
4. A customer writes in a second language and the draft sounds condescending. What is the best fix?
Add a warm joke and a friendly emoji to lighten the moodAsk the customer to write in English from now on so the reply is easier to draftSend it anyway, since the customer will understand the meaningRewrite for plain, respectful wording without talking down, keeping the facts
5. A customer asks, 'Am I speaking to a bot?' while you are using AI to help draft replies. What is the most honest approach?
Say no tools are ever used, so the customer feels more comfortableChange the subject back to the order and answer the question laterReply that questions about how you work are against company policySay you are a person who is using tools to help, and follow your company's disclosure rules
6. Which message should never be handled with a generated script alone?
A question about the shop's opening hoursA request to change a delivery addressA request for a copy of a receiptA customer who says they are in danger
7. Which is the safest way to get AI help on a complaint that includes a customer's name and order number?
Paste it as is, since the tool only uses it to write the replyReplace identifying details with placeholders, or use only a tool approved for that dataPost it in a team group chat and ask colleagues for ideas firstPaste only the order number, because numbers are not personal
8. In week four of your plan you notice many customers confused by the same step. What is the best use of AI?
Save one macro that repeats the same answer to every customer without checking the cause firstDraft a clearer help article and a short note to the product team, then verify the stepsTell customers to read the manual first before contacting you againAsk the tool to write a long apology template for confused customers

Name to print on your certificate

We don't check identity, and we don't store your name: it lives only inside your certificate link.

Answer all 8 questions and enter a name to submit.