Course with Moana
Moana — AI for Customer Support: Accept or Rewrite
AI for customer support, taught 1:1 by a tutor that plays the customer your bot already annoyed. Five sessions on live tickets, done when agents judge a suggestion in under fifteen seconds and reject three off-policy drafts with a reason.
What you’ll master — Outcomes you can use
- The agent rejects three off-policy suggestions and states why
Your tutor
A support quality lead who has coached agents through two copilot rollouts and grades only the reply that was actually sent.
Direct · Encouraging · Allergic to filler
The plan — What’s inside
- Accept, Rewrite or Bin
- The Refund Suggestion That Breaks Policy
- Taking the Angry Handover
- Tone When the Bot Was Wrong
- Logging What the Copilot Got Wrong
5 parts
Questions about this course
How do I train support agents to use AI copilot suggestions safely?
AI for customer support, taught 1:1 by a tutor that plays the customer your bot already annoyed. Five sessions on live tickets, done when agents judge a suggestion in under fifteen seconds and reject three off-policy drafts with a reason.