AI Customer Experience and Support Course

Name: AI-Assisted Customer Experience and Support Course
Availability: InStock

Turn journey evidence, service knowledge, routing, agent assistance, human handoffs, quality controls, and outcomes into a customer-support improvement plan.

AI Customer Experience and Support Course

At a glance

Duration: 5 days
Format: Classroom
Cities: Sharm El-Sheikh, Trabzon, Milan, Rome, Abu Dhabi, Istanbul and more
Next session: 12 – 16 October 2026, Sharm El-Sheikh
Average fee: 5,800 €

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AI-Assisted Customer Experience and Support Course

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Overview

AI-Assisted Customer Experience and Support Course is a five-day foundation course for customer-experience managers, contact-center leaders, service-design teams, support managers, and quality teams, who leave with an AI-Assisted Customer Experience and Support Improvement Plan. Participants map journeys and contact reasons, prepare knowledge, design routing and agent assistance, set human handoffs, monitor quality, govern risks, and measure service outcomes. Agile Leaders Training Center provides training in AI-assisted customer experience and support.

Who Should Attend

Customer-experience teams responsible for journeys, feedback, and outcomes
Contact-center teams responsible for routing, service levels, and escalation
Support teams responsible for resolution, knowledge, and customer communication
Service-design teams responsible for channels and interaction workflows
Quality teams responsible for monitoring, coaching, and complaint evidence
Managers responsible for automation, governance, and performance decisions

The course assumes participants contribute to customer service, support, experience, quality, or contact-center decisions and leaves out coding, model development, marketing campaign design, and vendor-product administration.

Departments and Industries

The course supports AI-assisted customer experience and support across service environments.

Customer experience and service-design functions
Contact centers, help desks, and customer-support teams
Quality, complaints, knowledge, and workforce-management teams
Financial services, retail, and telecommunications organizations
Healthcare, education, and public-service providers
Travel, hospitality, utilities, and subscription services

Learning Objectives

By the end of this course, participants will be able to:

Analyze journeys, contact reasons, and service evidence
Evaluate knowledge, intent, sentiment, and routing inputs
Design automation, agent assistance, and human handoffs
Apply quality, complaint, and responsible-use controls
Build customer and operational outcome measures
Create a customer experience and support improvement plan

Course Agenda

Day 1: Journey and Service Evidence

Customer Journey and Contact Reason Map
Customer Intent and Outcome Classification Tree
Voice-of-Customer and Complaint Evidence Register
Service Friction and Resolution Gap Canvas
AI Support Use-Case Framing Template

Day 2: Knowledge and Assistance Design

Service Knowledge Source and Ownership Inventory
Knowledge Accuracy, Currency, and Access Checklist
Agent Assistance Prompt and Evidence Card
Self-Service and Human Handoff Decision Matrix
Response Quality and Unsupported-Answer Test Sheet

Day 3: Routing and Service Operations

Intent, Sentiment, Urgency, and Vulnerability Signal Map
Case Routing and Prioritization Decision Table
Personalization and Customer Suitability Checklist
Workload Forecast and Staffing Support Model
Escalation, Recovery, and Follow-Up Workflow

Day 4: Quality and Responsible Use

ISO 10002 Complaint Handling Alignment Checklist
ISO 18295-2 Contact Center Service Review
NIST AI RMF Customer-Service Risk Canvas
Privacy, Fairness, Human Oversight, and Appeal Register
Customer Experience and Support Monitoring Dashboard

Day 5: Service Improvement Practice

Suggested Exercise: Map Journeys and Contact Reasons
Suggested Exercise: Test Knowledge and Agent Assistance
Suggested Exercise: Design Routing and Human Handoffs
Suggested Exercise: Define Quality and Risk Controls
Capstone Exercise: AI-Assisted Customer Experience and Support Improvement Plan

Practical Exercises

The course uses suggested activities that turn customer and service evidence into governed improvement decisions.

Suggested activity: map journeys, intents, complaints, friction, resolution gaps, and candidate use cases
Suggested activity: inventory knowledge, test answer quality, design agent assistance, and set human handoffs
Suggested activity: classify service signals, design routing, test suitability, forecast workload, and plan recovery
Suggested activity: align complaint handling, set responsible-use controls, define measures, and build the plan

FAQs

Who suits AI customer experience and support training?

AI customer experience and support training suits experience, contact-center, support, service-design, quality, complaints, knowledge, and management teams. It assumes service decision experience and requires no AI programming.

How does AI customer support differ from AI marketing training?

AI customer support focuses on contact reasons, knowledge, routing, agent assistance, resolution, complaints, escalation, quality, and service outcomes. AI marketing focuses on audiences, campaigns, content, acquisition, conversion, and promotional performance.

How should teams design human handoffs in AI customer support?

Teams should define which intents, uncertainty levels, customer needs, vulnerability signals, complaints, risks, or failed resolutions require a human, along with ownership, context transfer, response time, escalation, and follow-up.

What should teams monitor in AI-assisted customer service?

Teams should monitor answer quality, containment, transfer, resolution, repeat contact, complaint outcomes, customer effort, satisfaction, accessibility, fairness, privacy events, agent adoption, escalation, and unsupported responses.

What belongs in an AI-Assisted Customer Experience and Support Improvement Plan?

The plan includes journeys, contact reasons, use cases, knowledge sources, assistance design, routing, handoffs, complaint controls, responsible-use risks, owners, measures, monitoring, recovery, and review decisions.

Conclusion

Participants take back an AI-Assisted Customer Experience and Support Improvement Plan connecting journey evidence, knowledge, routing, assistance, quality, risk controls, and outcomes. The plan makes human handoffs, complaint handling, ownership, monitoring, and recovery visible across service teams. It supports repeatable improvement while retaining customer care and accountable judgment.

credits: 5 credit per day

Course Mode: full-time

Provider: Agile Leaders Training Center

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Location	Dates	Duration	Mode	Price
Chicago	Week 16, 2027 25 – 29 April 2027	5 Days	Onsite	€12,000
Barcelona	Week 17, 2027 26 – 30 April 2027	5 Days	Onsite	€5,700
Amsterdam	Week 18, 2027 3 – 7 May 2027	5 Days	Onsite	€5,700
Manama	Week 18, 2027 9 – 13 May 2027	5 Days	Onsite	€4,700
Cairo	Week 20, 2027 17 – 21 May 2027	5 Days	Onsite	€4,100
London	Week 21, 2027 24 – 28 May 2027	5 Days	Onsite	€5,700
Singapore	Week 22, 2027 31 May – 4 June 2027	5 Days	Onsite	€5,700
Zoom	Week 23, 2027 7 – 11 June 2027	5 Days	Online	€1,500
Montreux	Week 23, 2027 7 – 11 June 2027	5 Days	Onsite	€7,500
Dubai	Week 24, 2027 14 – 18 June 2027	5 Days	Onsite	€4,500
Abu Dhabi	Week 24, 2027 14 – 18 June 2027	5 Days	Onsite	€4,700
Paris	Week 25, 2027 21 – 25 June 2027	5 Days	Onsite	€5,700
Porto	Week 25, 2027 21 – 25 June 2027	5 Days	Onsite	€5,700
Doha	Week 25, 2027 27 June – 1 July 2027	5 Days	Onsite	€5,500
New York	Week 26, 2027 28 June – 2 July 2027	5 Days	Onsite	€12,000
Rome	Week 27, 2027 5 – 9 July 2027	5 Days	Onsite	€5,700
Kuala Lumpur	Week 28, 2027 12 – 16 July 2027	5 Days	Onsite	€5,200
Bangkok	Week 28, 2027 18 – 22 July 2027	5 Days	Onsite	€6,000
Zanzibar	Week 28, 2027 18 – 22 July 2027	5 Days	Onsite	€5,500
Langkawi	Week 29, 2027 25 – 29 July 2027	5 Days	Onsite	€6,000

Frequently asked questions

What does this course cover?

OverviewAI-Assisted Customer Experience and Support Course is a five-day foundation course for customer-experience managers, contact-center leaders, service-design teams, support managers, and quality teams, who leave with an AI-Assisted Customer Experience and Support Improvement Plan. Participants map journeys and contact reasons, prepare knowledge, des…

Are training dates available?

Yes. Available dates and destinations are listed in the course dates section on this page.

How can I register?

Choose an available date on this page and complete the registration form, or send a programme enquiry.

Can I download the course brochure?

Yes. Use the brochure download link provided on this page.

AI Customer Experience and Support Course