A two-day, hands-on programme for customer service leaders, contact-centre managers and support team leads. Apply AI to ticket triage, response drafting, knowledge assistants and sentiment analysis, then build and evaluate a working triage agent in a pre-configured lab. Every delegate leaves with a working support agent, a service prompt library and a ninety-day plan for their function.
"Triage, first replies, escalation. Every support motion is an agent waiting to be built, and a person still decides what reaches the customer."
This two-day programme is built for the people who run customer service, support and contact-centre teams and who now have to decide where AI belongs in the service desk. Customer service runs on written work: tickets, chats, emails, complaints, escalation notes, knowledge articles and quality reviews. Generative AI classifies, drafts and summarises that work, and an AI agent goes one step further: given a goal, it reads the ticket, applies the routing rules, drafts the first reply and hands the result to a person for approval. The decisions that follow sit with the service leader: which work is handed over, under which rules, and on what evidence the result can be trusted in front of a customer.
Day one establishes how generative AI works, takes every participant through structured prompting on their own customer enquiries, and applies AI across the service workflow: ticket triage and routing, response drafting and complaint handling, knowledge assistants grounded in policy, and sentiment and theme analysis across ticket history. Day two moves from assistants to agents. Participants design and build a ticket triage and first-reply agent on a support inbox carrying realistic ambiguity and planted edge cases, instrument it and read its traces, metrics and costs, then sit as the review board on a deployed support agent's pilot output and issue a go or no-go memo. Governance for customer-facing AI and the ninety-day plan close the programme.
Every lab runs in a pre-configured cloud environment opened from a browser, with no software to install. Participants choose a visual build track or a coding-agent track, and each lab is verified against fixed acceptance criteria. Participants leave with a working triage agent, a service prompt library, an evidence pack of traces and metrics, governance starting points for AI in front of customers, and a ninety-day plan for their function. The programme finishes on where the field is heading: agentic AI, where a support agent is given a goal and plans and executes the work under human supervision, with context engineering, agentic retrieval-augmented generation, the Model Context Protocol and voice agents.
This programme is designed for the leaders and managers of customer service, support and contact-centre teams across all industries:
By the end of this programme, participants will be able to:
Each module follows the TEA™ framework, twenty percent theory, twenty percent examples, sixty percent hands-on application on your own service scenarios. Day one applies AI across the service desk; day two builds, evaluates and governs a support agent.
Whatever programme you choose, it follows three proven instructional frameworks, from design to delivery to evaluation.
Our signature approach structures every module into three phases for maximum retention and practical application.
The industry-standard model for course design and learning alignment.
The globally recognised four-level framework for measuring training effectiveness, from initial reaction to long-lasting post-training effects.
Private cohorts for customer service and support teams, live online or on site. Schedule a TNA call and receive a custom proposal within 48 hours.
No vendor lock-in, no paywalled materials. Every delegate leaves with the working files, the templates, and the post-programme support to actually use them.
8 – 12 tested prompts built during the session on your actual work scenarios.
Dashboards, workflow templates, and evaluation frameworks ready to use.
Full soft copy of all session materials, handouts, and reference guides.
Certificate of Completion plus a guided pathway to the Google AI certificate.
Post-programme Q&A availability and implementation guidance.
Access to updated prompt libraries and resources as AI tools evolve.
Delivered at your offices or venue. Maximum engagement for teams of 8 – 25 participants. All exercises use your team's actual work scenarios.
Real-time delivery via Zoom, Meet, or Teams. Interactive breakout rooms, same content depth as in-person. Ideal for distributed teams.
Combine in-person and virtual sessions. Flexible scheduling across time zones. Pre-work materials and follow-up resources included.
104 courses in nine families, overview level, methodology up front.
Book a private programme for your customer service team. Custom proposal within 48 hours. Delivery live online or on site.