AI for customer support teams: faster replies, calmer shifts, quality on every ticket
For support and contact centre agents, supervisors and heads of customer service. 10–15 minutes a day — AI drafts replies from your knowledge base, summarises tickets and scores conversations. The agent checks and decides.
Practice on your own tasks, every assignment reviewed by an AI coach.
Program in preparation Join the waitlist and we'll let you know when it opens. You can get your learning plan right now.
Sound familiar?
“Where is my order?” a hundred times a day
And no energy left for the difficult cases.
An angry customer — and the agent is on their own
Half of all conflicts start with an unfortunate phrase.
Every ticket means a few more minutes of notes and handover
Quality is checked by spot checks
Mistakes are found through complaints.
The knowledge base is out of date
Agents give different answers.
A new agent takes a month to go live
And leaves after six months.
How it works
- A program for customer service, not “AI in general”: knowledge-base replies, de-escalation, summaries, quality control, the knowledge base itself and bots.
- About 12 minutes a day (estimate), practice on your own tickets — anonymised, without customer data.
- Rules that protect customers and the company: AI answers only from the knowledge base, never promises compensation beyond policy, and the bot always hands over to a person.
Curriculum
1Levels 1–2. Basics and safety, prompting and dialogue (shared core)
30 short lessons, about 5 weeks: how AI works, where not to trust it, what you must never upload, how to write prompts and check answers. Level 2 earns a certificate of completion.
- Getting started: what an AI assistant is
- First useful tasks for yourself
- AI limits and safety
- Habit and measurement
- Prompt structure
- Dialogue and checking answers
- Working with materials
- Templates and your own assistant
2Level 3. Tools for Customer Support & Contact Centers
Modules built around the real tasks of the profession, with the number of lessons, time and lesson topics. About 4 weeks; the level earns a certificate of completion. Then come level 4, “Automation and agents”, and level 5, “Rolling out in your team” (see the questions below).
- Reply copilot: drafts from the knowledge base — 4 lessons, ≈22 min: Answers from the knowledge base, not from the model’s memory; Templates with variables for the top 20 questions; Your help desk’s built-in copilot; Checking a reply before sending: 4 questions
- Tone, empathy, de-escalation and review replies — 3 lessons, ≈16 min: Brand tone in one instruction; De-escalation: acknowledge → clarify → resolve → next step; Replies to reviews and public complaints
- Difficult-customer simulator — 3 lessons, ≈16 min: How the simulator works; Five types of difficult customers; Debrief and anchor phrases
- Ticket summaries, handover and CRM — 3 lessons, ≈16 min: Summary for a colleague: problem → done → still open; Ticket fields from the conversation; Calls: transcription and the law
- 100% QA against a checklist — 4 lessons, ≈23 min: A quality checklist with verifiable items; AI scoring with quotes; Calibrating AI against people; QA as coaching, not surveillance
- Knowledge base: articles, updates, contradictions — 3 lessons, ≈17 min: An article both people and bots understand; New questions → new articles; Finding contradictions and outdated content
- Classification, routing, sentiment and escalation — 3 lessons, ≈17 min: Topic and urgency classifier; Sentiment and escalation risk; Peak loads
- Contact reason analysis and reporting — 2 lessons, ≈11 min: From export to “top 10 reasons”; Report: what to fix in the product or logistics
Sample task: A customer writes: “ChatGPT says you have to refund my delivery fee.” You draft the reply with AI: rely on company policy, acknowledge the emotion and don’t argue with “their AI”. The AI coach checks the tone and that nothing is promised beyond policy.
Program in preparation: the planned modules and lessons are shown and may change before release. Times are based on the program plan.
Which AI tools we teach
The set depends on your country and your company's rules. Practice happens in the built-in AI coach.
- ChatGPT
- Claude
- Zendesk AI
- Intercom Fin
- Битрикс24 CoPilot / открытые линии
- Usedesk
- Яндекс SpeechKit
- Whisper
- GigaChat
- YandexGPT
For teams
Manager dashboard: progress, measurements, what’s been put into practice and the team’s template library; managers don’t see practice texts. 14-day team pilot.
What will change
- In 7 days — templates for the top 20 questions and tone rules
- In 30 days — knowledge-base drafts, ticket summaries and self-checks against a checklist
- In 12 weeks — a before/after measurement (AHT, ACW, onboarding time) and a policy for your line. Savings are an estimate until pilot measurements
Impact figures are estimates until pilots are measured; in teams they are confirmed by a before/after measurement.
Pricing
Prices are preliminary: plans are not approved yet; the site shows a draft catalog.
Pro
annual$79.99 per year ()
≈ $6.67 per month
7-day free trial on the annual plan. First charge — 7 days after you start. We'll remind you 2 days before the charge.
- All programs as they are released
- Tasks reviewed by the AI coach
- Full prompt library
- Certificates of completion
Pro
monthly$14.99 per month ()
No trial; cancel any time.
Cancel any time in your App Store or Google Play subscription settings — your subscription stays active until the end of the paid period.
Get your plan in 1 minuteQuestions about the Customer Support & Contact Centers program
Where does customer data go?
We teach anonymisation, and the sandbox filter blocks personal data.
We already have a help desk with AI
Great: we teach you to use its built-in AI safely and to check what it drafts.
Will AI replace agents?
The program treats AI as an assistant: it drafts and summarises, the agent decides, and the bot always hands over to a person when needed.
Agents change every six months
That’s why lessons are short, and level 4 includes the module “Agent assistant and AI mentor for new hires”.
How do we trust AI quality scoring?
In the module “100% QA against a checklist”, AI scores tickets against your checklist and people regularly compare its scores with their own (calibration).
Can we record calls?
Only with notice to the customer and on a lawful basis in your country — this is covered in the module “Ticket summaries, handover and CRM”.
Does it work with shift schedules?
Yes: lessons are short and easy to take at the start of a shift, and you choose the pace of your plan.
Who is this program for?
Roles covered: support agent, contact centre agent, shift lead / supervisor, quality assurance specialist, knowledge base manager. The quiz builds your plan around your role and tasks, starting with the modules you need most.
How does the learning work?
In a mobile app for iOS and Android (a web version comes later). Each lesson is a short explainer, a sample prompt and a task on your real work. The AI coach checks the task against the profession’s rubric and tells you what is missing; if you disagree with the grade, contact support and a team member will review it. You practise in a built-in sandbox with a personal-data filter and review with flashcards. Levels 2, 3 and 5 earn a certificate of completion with a QR code for verification (it is not a formal qualification).
How much time does it take?
About 12 minutes a day (estimate): a quick review, a 5–7 minute lesson and practice; on a busy day, a 3-minute quick session. The core (levels 1–2) is 30 short lessons, about 5 weeks. Level 3 of this program is 25 lessons, 138 min of lesson time, planned for 4 weeks; tasks on your own work take extra time.
What do I need to start?
You must be 18 or older. You need a smartphone (iOS or Android) and an account with your e-mail (sign-in with a code sent to your inbox). No AI experience needed: the plan starts at your level. You do not need separate AI subscriptions — you practise with the built-in AI coach. No customer data needed either: we learn on anonymised examples.
How much does it cost?
There is no free plan. For individuals — Pro, monthly or annual; the free trial is on the annual plan only. For companies — the Companies plan: billed per employee by invoice and contract, from 5 seats; a free pilot is available once the company’s details are verified. Currency: Belarus — Belarusian rubles with the US dollar equivalent, Kazakhstan — US dollars, Poland — euros. See the Pricing page for current prices.
Is the program available yet?
The program is in development: the modules and lesson topics are approved (listed above) and the lessons are being written. The line-up may change before release. The core (levels 1–2) is shared by all programs and in final review. Join the waitlist and we will let you know when it opens. Lessons come out in Russian first; English and Polish versions are in preparation.
What comes after level 3?
Level 4 “Automation and agents” (about 3 weeks): how AI agents and no-code workflows work, how to test them and what can go wrong; niche topics: “First-line bot or agent with mandatory human handoff”, “Agent assistant and AI mentor for new hires”. Level 5 “Rolling out in your team” (about 2 weeks): before/after measurement, an AI policy, payback, teaching colleagues; niche topics: “Rollout: AI policy, QA-based coaching, metrics, ROI”. The shared lessons of these levels are written; the niche ones are in development.
Waitlist: Customer Support & Contact Centers
Leave your e-mail — we'll write once, when the program opens in your language.
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