AI TRAINING
AI-assisted customer support agents
Equip support agents to resolve tickets faster with AI copilots and macros.
What it covers
A practical workshop for support agents and team leads on using AI copilots inside Zendesk, Intercom or Freshdesk. Agents learn to leverage suggested replies, summarisation, sentiment detection and knowledge-base RAG without losing personal touch. We cover when to override the AI, how to flag bad suggestions, and how to use AI to write better macros. Includes a live tier-1 ticket simulation.
What you'll be able to do
- Faster average handle time without CSAT drop
- A refreshed macro library
- Confidence to override AI when needed
Topics covered
- Working with suggested replies and summaries
- Knowledge base RAG and citation hygiene
- Escalation rules: when to override the AI
- Writing macros with AI assistance
Delivery
Run during a low-volume window so agents can practise live.
What makes it work
- Daily standup to review AI quality issues
- QA sampling on AI-assisted tickets
Common mistakes
- Sending suggested replies without reading them
- Disabling AI features after one bad week
When NOT to take this
Skip if your knowledge base is more than 18 months out of date.
Example providers
- Altitud Consulting
- Internal L&D + facilitator
This page describes a training topic. It gives no price or duration: those depend on the provider and your team. The free diagnostic tells you which trainings your team needs first.