StretchLearn Course

Put AI into your support queue without breaking trust

Ground a bot in your real help center, automate triage and routing, draft replies in your voice, and build escalation logic that protects your toughest tickets.

Preview Curriculum Back to Catalog

Beginner9 hr 25 minSelf PacedRegistered

Course Overview

What this course is designed to develop

This course teaches support managers, team leads, and agents to deploy AI across a real customer-service operation without writing code. You will ground an AI bot in your help center so it answers from your policies instead of guessing, build agent-assist macros and draft-reply workflows, set up automated triage and routing by intent, and design escalation rules that protect angry, high-value, and at-risk customers. Every lesson uses named tools — Zendesk AI, Intercom Fin, Gorgias, Salesforce Einstein, Forethought — and ends with a concrete build step, real benchmark numbers, and a worked support example.

Learning Outcomes

What the learner should be able to understand, build, or execute.

Map your support workflow to decide where an AI bot, an agent-assist tool, or automated triage actually fits

Ground an AI support bot in a clean knowledge base so it answers from your policies and refuses when unsure

Write canned responses, macros, and draft-reply prompts that match your brand voice and survive editing

Configure intent-based triage and routing so tickets reach the right queue with priority and sentiment tags

Design escalation and handoff logic that protects angry, VIP, and legally sensitive contacts

Measure AI support performance using deflection rate, CSAT, resolution time, and a safe rollout plan

Curriculum Preview

Inside the curriculum: a structured path from fundamentals to execution.

Preview the course structure, see how the modules build on one another, and understand the path this program is designed to take you through.

Module 1

Module 1: Where AI Fits in a Support Operation

Understand the four jobs AI does in customer service, where each one fits your real workflow, and how the leading tools differ. You map your own queue before turning anything on.

3 lessons

The Four Jobs AI Does in SupportContent · 45 min

Preview Enabled

Mapping Your Queue Before You AutomateContent · 50 min

LMS Access

Choosing Tools: Zendesk, Intercom, Gorgias, and MoreContent · 45 min

LMS Access

Module 2

Module 2: Grounding the Bot in Your Knowledge

Make an AI bot answer from your real policies instead of guessing. You audit and prepare a knowledge base, connect it, and force the bot to cite and refuse so it never invents an answer.

3 lessons

Auditing and Building the Knowledge BaseContent · 50 min

LMS Access

Connecting Content and Forcing the Bot to CiteContent · 45 min

LMS Access

Generating and Maintaining FAQsContent · 45 min

LMS Access

Module 3

Module 3: Agent Assist, Macros, and Triage

Equip your human agents with AI: draft replies and macros in your brand voice, plus automated triage that tags, prioritizes, and routes every incoming ticket to the right place.

3 lessons

Drafting Replies and Canned Responses in Your VoiceContent · 50 min

LMS Access

Intent Detection, Tagging, and SentimentContent · 45 min

LMS Access

Routing Rules That Send Tickets to the Right PlaceContent · 45 min

LMS Access

Module 4

Module 4: Escalation, Safety, and Measurement

Protect your hardest contacts with deliberate escalation and handoff logic, set guardrails against bad AI behavior, and measure the rollout with the metrics that actually matter.

3 lessons

Escalation and Human Handoff LogicContent · 50 min

LMS Access

Guardrails, Tone, and Brand SafetyContent · 45 min

LMS Access

Measuring Deflection, CSAT, and Rolling Out SafelyContent · 50 min

LMS Access

Built for Application

A complete learning path, not a one-off inspiration hit.

This program is designed around progression: focused lessons, structured modules, applied resources, assessments, and a course rhythm that turns information into usable capability.

AI customer servicesupport chatbotsZendesk AIIntercom Finticket triageagent assistdeflection rateescalation logic