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
- A learning programme.
Study time is an estimate for planning; it has not been measured with participants.
Who it is for and what you take away
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 you take away
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.
- A practical task at the end of every course, which you do yourself and keep as evidence of your work.
- Your completion of each course, recorded in your account on the learning platform.
Courses and sequence
- 01
Customer support AI: Orientation
The role of the customer support specialist and what AI changes in their work. - 02
Customer support AI: Workflow
The daily AI-first workflow for the customer support team. - 03
Customer support AI: Documents and communication
Drafting customer communication: email, chat, phone, frequently asked questions. - 04
Customer support AI: Data and analytics
Support metrics and the dashboard: customer satisfaction, net promoter score, first contact resolution and average handling time. - 05
Customer support AI: Quality and evaluation
Evaluating the quality of AI answers in customer support. - 06
Customer service AI: Orientation
Orientation in customer service with AI assistance: the verification protocol for correspondence and for handling requests and complaints, and the limits of how far we can rely on AI when communicating with the customer. The foundations of quality and customer satisfaction. - 07
Customer service AI: Correspondence, support tickets and knowledge base
Handling customer correspondence, support requests (tickets) and the knowledge base with AI assistance: checking replies against the official source, consistency across channels and maintaining the knowledge base as the authorised source for verification. - 08
Customer service AI: Escalation and complaints
Handling escalations, complaints and regulatory compliance with AI assistance: the limits of AI decision-making in sensitive cases, checking regulatory citations, coordination across jurisdictions and handing over to human judgement on matters with consequences. Part of the customer service programme. - 09
Customer service AI: Data, analytics and reporting
Handling customer data, analytics and reporting with AI assistance: verifying the source data, telling correlation from causation, protecting personal data and reporting service metrics accurately. Part of the customer service programme. - 10
Customer service AI: Preparation for assessment
The closing course of the customer service programme with AI: how verification and judgement become part of everyday work, how the practice is sustained in the organisation, how training connects to real service and how knowledge passes to the next generation of agents.
Assessment and qualification
The learning checks inside the courses are formative and qualify no one. Qualification is a separate, optional route: two human assessors review a sample of your work against the published rubric, and no AI takes part in the decision.
Pending professional ratification: the rubric used in the optional human assessment has not yet been signed by practising professionals in this field. Until it is, the programme is published as a learning programme.
A qualification is not a professional licence and does not guarantee work.