About this course

What you'll learn

• Plan a Safe Rollout Choose focused use cases, success criteria, rollout scope, and ownership before turning on an AI agent.
• Train With Control Connect reliable knowledge sources and write clear guidance that controls tone, behavior, escalation, and edge cases.
• Design Support Workflows Build multi-step flows that troubleshoot issues, use customer context, collect details, and hand off with the right information.
• Test Before Launch Validate responses with targeted testing, scoped audiences, and channel-specific checks before customers rely on them.
• Measure Performance Track resolution, handoffs, abandonments, topic trends, and customer experience signals to find improvement opportunities.
• Optimize Continuously Prioritize updates to content, data access, integrations, and automation based on evidence from real support conversations.