Programme
AI for Customer Service in Albania
A professional programme for customer service and support staff: how generative AI helps with correspondence, tickets, the knowledge base, complaints and reporting, and where the human answer and the customer's data stay under the person's control. Five core courses and a five-course introductory track.
- Courses
- 10
- Estimated study time
- 80 hours
- Assessment
- Learning is separate from optional human assessment. Completion, qualification, eligibility and assignment are not the same thing.
Study time is a planning estimate, not a measurement with participants. The courses listed below carry their own estimates; they add up to 165 hours.
Who it is for
Customer service agents, support desk staff, team leads and back-office staff in companies and public service points in Albania.
What it develops
On completing the learning stages you can draft and check customer correspondence with AI, keep the knowledge base accurate, escalate complaints with a documented trail, report on service data without exposing personal data, and recognise output that must not be sent.
Courses and sequence
- 01
Training
Customer support AI: Orientation
The role of a customer support specialist and what AI changes in email, chat, phone and FAQ work: where it helps, where it must not decide, and how safe use begins.
Estimated study time: 15 hours
Can be requested independently
- 02
Training
Customer support AI: Workflow
The daily workflow of a customer support specialist with AI: email, chat, phone and FAQ work, with a human check at every step.
Estimated study time: 15 hours
Can be requested independently
- 03
Training
Customer support AI: Documents and communication
Documents and communication for a customer support specialist: drafting, editing and checking text with AI, with no invented facts and no personal data in public tools.
Estimated study time: 15 hours
Can be requested independently
- 04
Training
Customer support AI: Data and analytics
Data and analytics for a customer support specialist: summaries, tables and reports with AI, each with a stated source and a check before any decision.
Estimated study time: 15 hours
Can be requested independently
- 05
Training
Customer support AI: Quality and evaluation
Quality and evaluation for a customer support specialist: criteria for judging an AI output, a second review, and the typical errors of this work.
Estimated study time: 15 hours
Can be requested independently
- 06
Training
Customer service AI: Orientation
Orientation in customer service with AI assistance: the verification protocol for correspondence, handling requests and complaints, and the limits of relying on AI in customer communication. The foundations of quality and customer satisfaction.
Estimated study time: 18 hours
Can be requested independently
- 07
Training
Customer service AI: Correspondence, support tickets and knowledge base
Handling customer correspondence, the ticketing system and the knowledge base with AI assistance: verifying answers against the official source, coherence across channels and maintaining the knowledge base as the authorised source of verification.
Estimated study time: 18 hours
Can be requested independently
- 08
Training
Customer service AI: Escalation and complaints
Handling escalations, complaints and regulatory compliance with AI assistance: the limits of AI decision making in sensitive cases, verifying regulatory citations, cross-jurisdiction coordination and handing over to human judgement on matters with consequences. Part of the customer service programme.
Estimated study time: 18 hours
Can be requested independently
- 09
Training
Customer service AI: Data, analytics and reporting
Handling customer data, analytics and reporting with AI assistance: verifying source data, telling correlation from causation, protecting personal data and reporting service metrics accurately. Part of the customer service programme.
Estimated study time: 18 hours
Can be requested independently
- 10
Programme component
Customer service AI: Preparation for assessment
Consolidating the customer service programme with AI: integrating verification and judgement into daily work, institutional sustainability, the bridge between training and real practice and the transfer of knowledge to the next generation of agents.
Estimated study time: 18 hours
Within the sequence