AI5 PROFESSIONAL CERTIFICATE · BY TGC INDIA · UPDATED AUGUST 2026
AI for Customer Service and Contact Centres
Build supervised service agents for self-service, ticket routing, agent assistance, quality review and human handover.
Online + OfflineWeekdays + WeekendsRegular + Fast Track
22+years in training
20,000+learners across TGC
5classroom locations
Live onlinejoin from anywhere
NEXT START OPTIONS
Choose a live batch.
COURSE OVERVIEW
What this course
is built to do.
Design service automation that combines self-service, agent assistance, routing, quality review and reliable human handover across contact-centre channels.
Each module combines a live trainer demonstration, guided lab, assignment and review before the next stage.
CONNECTED CAREER DIRECTIONS
Conversational AI SpecialistContact Centre Automation LeadCX Operations AnalystAI Service Designer
IS THIS COURSE RIGHT FOR YOU?
Choose it for the right reason.
You work in or want to enter contact-centre and cx leaders
You want training built around professional tasks rather than generic prompts
You need human review, evidence and operating controls alongside AI tools
YOUR LEARNING ARC
From guided foundation to finished work.
Context
Map the work, data, decisions and limits.
Tools
Use the main platforms on guided cases.
Workflow
Join the tools into a repeatable, reviewed process.
Capstone
Present an industry case with evidence and controls.
INDUSTRY TASKS
Practise the work, not only the tool.
- Analyse a realistic case or operating dataset
- Build a repeatable AI-assisted workflow
- Set review, escalation and quality rules
- Present a decision-ready capstone
PRO
LED
LED
YOUR TRAINING TEAM
Learn from experienced working professionals.
Live demonstrations, guided practice and direct project feedback are part of the course. Trainers update examples and tool coverage as professional practice changes.
TRAIN A PROFESSIONAL TEAM
Run this programme around your tools and operating controls.
Private weekday, weekend and fast-track formats are available for organisations.
WHAT YOU WILL BE ABLE TO DO
Course outcomes
01
Select service automation tasks
A journey map with clear human and AI roles.
02
Build grounded conversations
A tested service prototype with fallback paths.
03
Design reliable handover
A routed agent-assist workflow.
04
Measure service quality
A capstone dashboard covering resolution, CX and risk.
TAKE THE NEXT STEP
Need fees, syllabus or the right batch?
An AI5 Academy advisor can help you compare mode, schedule and starting level.
DETAILED COURSE FLOW
5 learning modules
Design and measure a customer-service system that combines conversational AI, agent assistance, routing, quality and safe human handover.
Service journey and automation fit
Choose the right tasks and define the service standard.
CORE TOPICS
- Intent and journey mapping
- Containment versus resolution
- Channel and CRM context
- Privacy and consent
GUIDED PRACTICE
Map a customer journey and select automation and human steps.
MODULE DELIVERABLE
Service automation blueprint
Knowledge and conversational design
Build grounded responses and usable dialogue paths.
CORE TOPICS
- Knowledge preparation
- Intent, entities and context
- Tone and multilingual design
- Fallback and recovery
GUIDED PRACTICE
Create and test a grounded service flow for common and ambiguous requests.
MODULE DELIVERABLE
Conversational service prototype
Routing, agent assistance and handover
Give agents useful context and move difficult cases cleanly.
CORE TOPICS
- Classification and priority
- Agent summaries and suggested actions
- CRM integration
- Escalation and handover
GUIDED PRACTICE
Design a routed case with a complete agent handover packet.
MODULE DELIVERABLE
Agent-assist workflow
Quality, workforce and CX analytics
Measure service without optimising a misleading metric.
CORE TOPICS
- Quality rubrics
- Sentiment and topic analysis
- AHT, FCR, CSAT and containment
- Bias and failure review
GUIDED PRACTICE
Score a synthetic interaction set and produce an action report.
MODULE DELIVERABLE
Contact-centre quality dashboard
Contact-centre capstone
Present an end-to-end AI service operation.
CORE TOPICS
- Self-service
- Agent assistance
- Quality monitoring
- Governance and ROI
GUIDED PRACTICE
Run the journey, handle failure cases and defend the rollout measures.
MODULE DELIVERABLE
AI customer-service capstone
HOW THE TRAINING WORKS
Learn it. Apply it. Get it reviewed. Improve it.
Every important skill moves through explanation, demonstration, guided use and independent application. Trainer feedback is used to revise the work before it becomes part of the final portfolio.
Concept briefing
The trainer explains the principle, use case, limitations and the quality standard expected.
Live demonstration
A complete task is demonstrated while the trainer explains decisions, checks and common mistakes.
Guided lab
Learners repeat the method with support, ask questions and correct problems during the session.
Applied assignment
The same method is used on a different brief so the learner must make independent decisions.
Review and revision
Work is checked against a rubric, revised after feedback and prepared for project presentation.
PROGRESS IS CHECKED THROUGHClass exercisesModule deliverablesProject reviewsFinal capstone presentation
PORTFOLIO WORK
Projects you can show
Guided practice brief
Plan, produce, test and present a finished piece with trainer feedback.
Individual application
Plan, produce, test and present a finished piece with trainer feedback.
Workflow build
Plan, produce, test and present a finished piece with trainer feedback.
Industry-style assignment
Plan, produce, test and present a finished piece with trainer feedback.
Quality review
Plan, produce, test and present a finished piece with trainer feedback.
Final capstone
Plan, produce, test and present a finished piece with trainer feedback.
TAKE THE NEXT STEP
Need fees, syllabus or the right batch?
An AI5 Academy advisor can help you compare mode, schedule and starting level.
TOOLS COVERED
Salesforce AgentforceGenesys Cloud CXCopilot StudioZendesk AI
Tool coverage may be updated when the industry changes. Core methods remain part of the course.COMMON QUESTIONS
Before you apply
Is this a generic AI course?
No. Examples, projects and review criteria are tied to the named industry workflow.
＋Can a company request a private batch?
Yes. The course can be adapted to approved tools, policies and role levels without using confidential data in open exercises.
＋Do I need coding experience?
No, unless the course level says otherwise. Your advisor will check the right starting level.
＋Are classes live or recorded?
Classes are trainer-led in the classroom or live online. Recordings may support revision but do not replace class.
＋Will I receive a certificate?
Yes. Course completion requires attendance, assignments and the final project.
＋Can working professionals join?
Yes. Weekday, weekend and selected fast-track schedules are available.
＋NEXT BATCH
Choose your course.
Choose your schedule.
Online or offline. Weekdays or weekends. Regular or fast track. Speak with an AI5 Academy advisor about the right starting level.