Customer Support
Draft support replies, route tickets, and check when a case needs a person to take over.
who this is for
For the customer support specialist on your team. Assign this course to people responsible for this work, whether they are new to AI or already use it. They build a shared foundation, practice in their role studio, and learn the tools needed to draft and check support replies, route tickets, and escalate cases that need a person.
what you'll be able to do
Practice how to draft and check support replies, route tickets, and escalate cases that need a person. Build work you can explain to a colleague, with checks and a clear point for human review.
your course, in learning order
start with the map, then the early reading labs so names and values are not a surprise. then support studio: define safe ticket routes, escalation triggers, and review boundaries for a reply drafter. later chapters add the data, agent, and evaluation skills that keep the workflow honest. self-paced; the full route is listed below. Chapters are numbered in the order you take them in this course.
- 01from worker to builder
1. Foundations
Shared AI foundations and the prerequisites for this role.
- 02read the script
- 03read the data shapes
- 04read the failure
- 05read the pipeline
- 06support studio
2. Role practice
Practice the work of a customer support specialist in the role studio.
- 07llm apis
3. Applied skills
Build on the studio with tools, workflows, and checks for your role.
- 08structured output
- 09agent loops
- 10mcp
- 11prompting ai coding tools
- 12test the reply before you send it
- 13debugging broken ai output
how it works
Learn through interactive exercises in your browser. Start with the foundations, then work through practice for your role. Many later exercises ask you to read, edit, and run code; the introductory lessons help you get started without prior coding experience. You can skip a stuck exercise and continue reading.
where you end up
builds and monitors support agents, catches bad ai responses before customers do, routes and structures tickets with code.
training a team? assign this course to the people doing this role, then review their work together. plan your team’s training.
One lesson is free in the browser. Plus includes curriculum access, saved progress, sync, and completion certificates for $12/month or $99/year. Team training is $297 per seat each month and stays sales-led.