AI in Customer Service: Work Smarter, Stay Safe

What's inside

1. Level 1: What AI Can and Can't Do in Customer ServiceFree
   You'll look at dated evidence of how customer service teams are using AI today, and sort the tasks AI handles well from the ones that need a person.
2. Level 2: Approved Tools and Your Workplace AI PolicyFree
   You'll find out which AI tools your organisation allows, what its policy says, and why a work-approved tool differs from a personal account.
3. Level 3: UK GDPR Basics: What Never Goes in a Prompt
   You'll learn the UK GDPR principles behind keeping customer data safe and practise removing personal and confidential details before you use any AI tool.
4. Level 4: Drafting a First Reply with AI
   You'll write a clear prompt that turns the facts of a customer query into an accurate first-draft reply, then check it before anything gets sent.
5. Level 5: Getting the Tone Right: Clear, Warm and On-Brand
   You'll use AI to improve the tone, clarity and readability of replies so they sound like your brand and work for every customer.
6. Level 6: Searching Your Knowledge Base with AI
   You'll use AI-assisted search to find answers in your knowledge base quickly and check that each answer really matches the source article.
7. Level 7: Writing Knowledge Base Articles with AI
   You'll turn your team's know-how and resolved cases into clear, accurate knowledge base articles that customers, colleagues and bots can all rely on.
8. Level 8: Working Alongside Chatbots and Taking Over
   You'll learn how customer-facing chatbots hand conversations over to people, spot the signs that a bot is failing, and take over smoothly.
9. Level 9: Accurate Call and Chat Summaries
   You'll use AI to summarise calls and chats, then check the summary against what really happened so case notes stay accurate and fair.
10. Level 10: Handling Complaints with AI Support
    You'll use AI to organise the facts of a complaint and draft a response, while decisions on fault, redress and outcome stay with you.
11. Level 11: Difficult and Upset Customers
    You'll use AI to prepare for and recover from tough conversations, practising calm, empathetic wording without letting a tool speak for you in the moment.
12. Level 12: Translating for Customers Safely
    You'll use AI translation to help customers who prefer another language, and learn when you need a professional translator or interpreter instead.
13. Level 13: Vulnerable Customers, Consumer Duty and Access
    You'll learn to spot signs of vulnerability, get an outline of the FCA Consumer Duty for regulated firms, and make sure AI-assisted service stays accessible and fair.
14. Level 14: Honesty, Disclosure and Escalation Rules
    You'll learn how to be honest with customers when they're talking to a bot or receiving AI-assisted replies, and follow clear escalation rules.
15. Level 15: Checking for Accuracy, Bias and Made-Up Facts
    You'll build a reliable quality-check routine to catch invented facts, wrong policy details and biased or unfair wording in AI output before it reaches a customer.
16. Level 16: Measuring Real Customer Outcomes
    You'll learn to judge AI's impact by whether customers' problems are actually solved, not just by speed or volume.
17. Level 17: Growing Your Expertise and Talking About AI
    You'll use AI to deepen your own skills and judgement, talk about AI confidently with managers and colleagues, and take an honest look at how the role may change.
18. Level 18: Final Challenge: Your Safe, Smart AI Playbook Exam
    You'll bring together everything from the course to handle a realistic end-to-end customer case with AI, and then build your personal 30-day plan.

Access

The first 2 levels are free with a free account. Every level, the podcast edition and the AI tutor come with All Access at £4.99/month or any Creator plan — see pricing.

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