self-paced

AI for Customer Service

AI for Customer Service — applied AI for this role using shared foundations and practical workflows.

This page is the course itself. Commercial AI training for UK companies is owned by the AI training hub.

Delivered by AI Build

Learning platform: SAVI.education

Certificate issued by SAVI.education

Duration
3 hours
Price
£59
Level
Intermediate

Who this course is for

Who it's for
People whose work sits in AI by Role and who want a practical, workplace-focused course rather than a generic overview.
Prerequisites
No specialist background required. A laptop and an approved workplace AI tool will help you practise the exercises.
What you'll be able to do
  • Complete “What Generative AI Is and Is Not” and apply it to a real task at work.
  • Complete “Data Boundaries and Safe Use” and apply it to a real task at work.
  • Complete “Giving AI Clear Instructions” and apply it to a real task at work.
  • Complete “Customer Communication” and apply it to a real task at work.
Duration & level
3 hours · Intermediate
  • Self-paced lessons
  • Credential

Certificate

AI for Customer Service Certificate

Awarded on successful completion of all required course steps.

Related guide: AI for customer service.

Course syllabus

Lessons are grouped into clear steps with visual cues, so each course is easier to scan before you start.

Lessons unlock after purchase. Create your account with the same email you paid with — no course code is required — or choose “Already purchased?” above.

  1. Step 1 · Lesson

    What Generative AI Is and Is Not

    Define generative AI, contrast it with traditional software, and set realistic expectations.

  2. Step 2 · Lesson

    Data Boundaries and Safe Use

    Set clear boundaries for personal, confidential and regulated data in AI tools.

  3. Step 3 · Lesson

    Giving AI Clear Instructions

    Write clear goals, context and constraints for better AI results.

  4. Step 4 · Lesson

    Customer Communication

    Learn how to use AI to draft, improve and adapt customer service responses while keeping control of accuracy, tone and policy compliance. You will practise a repeatable workflow for turning messy customer messages into clear, helpful replies with appropriate empathy and human review.

  5. Step 5 · Lesson

    Ticket Classification And Summarisation

    Learn how to use AI to classify customer service tickets into useful categories, priorities and routing queues. You will also practise generating concise, safe ticket summaries that help agents respond faster without losing important context.

  6. Step 6 · Lesson

    Escalation And Human Handover

    Learn how to design AI-supported escalation rules that protect customers, agents and the business. You will be able to define when a case must move from AI to a person, create useful handover summaries, and monitor whether escalations are timely and safe.