How this job is changing

AI for Customer Service

AI opportunities

Summarise cases, draft replies, and surface the next best step.

Changed working practices

The agent owns tone, refunds, and anything that changes a customer’s outcome.

Risks and controls

Invented policy, private account data in the wrong tool, and replies sent unreviewed.

Recommended skills

Case summarisation. Approved-knowledge prompts. Human send-off

Recommended courses

• AI for Customer Service

  Learn how to apply generative AI safely in customer service, from drafting customer communications to classifying and summarising tickets and handing complex enquiries to people.

  • Applied · 201
  • 3 hours
  • Completion badge
  • £59
  • Available

  Awarded for finishing the course. This is not an assessed professional credential.

  View course