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

No published course is assigned to this role yet. The brief above still stands, and the course will appear here when the Training Server catalogue includes it.