Customer support & success agents
Use the AI assistant your employer allows to draft replies, handoff notes, bug reports and help articles that sound like your company and hold up when checked. Refunds, credits, account access, fix dates and what gets sent stay with you and the people your policy names.
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9 short lessons · 55 min of audio · a final exam and a course certificate
Use an AI assistant to draft replies in your company's voice, handoff summaries, bug reports, macros and help articles, and to pick up after the bot — while money, account access and what gets sent are decided and pressed by a person.
a voice guide that is mostly the list of what to take back out, and the one request under the anger: Your company's voice, not the model's; Under the anger, one request
the handoff that keeps every promise, a bug report with the cause left blank, and the yes that waits for whoever decides: The ticket you inherit; A bug report an engineer can use; The yes that isn't yours
a macro walked through in today's product, the bot's answers read before your first word, your own line before the suggested one, and the card for every shift: The reply you keep retyping; After the bot; The draft waiting for one click; The shift card
One page kept beside you on shift: what to read before you take the queue, your own answer before any suggestion, your lane with real names written in, how you handle the hard tickets, the handover summary, what you report back, and the short list of things you never do.
The certificate names that artefact and the tools you used — not a title. It carries a code anyone can check: verify a certificate.
The opening of lesson one, exactly as it plays inside — and the exercise that comes with it, which you can do right now without an account.
The everyday queue is not dramatic. Someone cannot find where to change their opening hours. Someone wants to know where their invoice went. Someone is trying to move a client's booking from one stylist to another and the screen will not let them. These are the replies you could write half asleep, and an AI assistant can still get them slightly wrong.
Meet Jade. She is a senior support agent on the email and chat queue at a mid-size company that makes booking software for gyms, salons and small studios. Her customers are small-business owners whose own clients book through the software, so when a calendar breaks, it costs them on the day, with people standing at the front desk.
Two words before we start. A help desk is the system your team answers tickets in, and a ticket is one customer's question together with everything that has been said about it since. Some help desks have an assistant built in; you may also have a general one, such as ChatGPT, Claude, Copilot or Gemini. Which one touches customer work is not your choice alone, and we will come to that.
Left alone, a model often apologizes too much, explains too much, and promises things nobody approved. A voice guide is mostly the list of what to take back out.
Ask a model to answer "how do I move a booking to another staff member" and you tend to get a sentence of sympathy, a sentence about how much the company values them, the actual answer somewhere in the middle, and a closing line promising that the team is here for anything they need.
Try it now · Write your team's voice guide
Where:Your approved work assistant
[PASTE YOUR VOICE GUIDE AND THE TICKET.] Here is a customer asking [HOW TO MOVE A BOOKING TO ANOTHER STAFF MEMBER]; draft a reply in the voice described above, answer the question in the first line, and do not apologize unless we made a mistake.
The rest of the catalogue is there when you need it — but you do not have to choose anything today. One course, one short lesson at a time, one page at the end.
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