AI5 PROFESSIONAL CERTIFICATE · BY TGC INDIA · UPDATED AUGUST 2026
Customer Support AI Agents
Build supervised agents for ticket triage, answers, escalation and service reporting.
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.
Create supervised agents for ticket classification, knowledge-based answers, escalation and service reporting.
Each module combines a live trainer demonstration, guided lab, assignment and review before the next stage.
CONNECTED CAREER DIRECTIONS
Support AI SpecialistConversational Automation AssociateService Operations AnalystCustomer Support Systems Builder
IS THIS COURSE RIGHT FOR YOU?
Choose it for the right reason.
You manage repeated support questions
You need faster ticket triage
You want knowledge answers with human escalation
YOUR LEARNING ARC
From guided foundation to finished work.
Map
Set case types, service standards and escalation.
Triage
Classify, extract and prioritise tickets.
Answer
Draft responses from approved knowledge.
Review
Measure quality, resolution and knowledge gaps.
INDUSTRY TASKS
Practise the work, not only the tool.
- Build a ticket-classification workflow
- Create a cited support-answer assistant
- Connect escalation to CRM or helpdesk
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.
WHAT YOU WILL BE ABLE TO DO
Course outcomes
01
Design supervised support automation
A case, service-level and escalation blueprint.
02
Classify and enrich tickets
A triage workflow with confidence and review rules.
03
Draft grounded support answers
A tested knowledge agent with source references.
04
Measure service results
A pilot report covering quality, speed, escalation and knowledge gaps.
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
Build supervised support agents for ticket triage, grounded answers, human escalation and service reporting.
Support process and service standards
Define what the agent may handle and when a support professional must take over.
CORE TOPICS
- Channels, ticket types and service levels
- Intent, urgency and customer history
- Tone, policy and response boundaries
- Escalation and ownership rules
GUIDED PRACTICE
Map a support process and classify cases by risk, urgency and suitable handling.
MODULE DELIVERABLE
Support agent service blueprint
Ticket triage and structured extraction
Turn messages into clean, actionable ticket records.
CORE TOPICS
- Intent and topic classification
- Entities, product and account context
- Priority, sentiment and urgency signals
- Confidence rules and manual review
GUIDED PRACTICE
Build a triage flow that extracts fields, assigns priority and routes low-confidence cases.
MODULE DELIVERABLE
AI ticket-triage workflow
Knowledge-grounded response assistance
Draft accurate answers from approved help material without inventing policies or fixes.
CORE TOPICS
- Knowledge-base preparation
- Retrieval, citations and response templates
- Clarifying questions and missing context
- Unsupported, restricted and sensitive topics
GUIDED PRACTICE
Create and test an assistant against common, ambiguous and unsupported questions.
MODULE DELIVERABLE
Grounded support-answer agent
Escalation, CRM and conversation continuity
Pass cases to people with enough context for fast resolution.
CORE TOPICS
- Human hand-off and queue routing
- CRM and ticket-system connections
- Conversation summary and action history
- Follow-up, closure and customer confirmation
GUIDED PRACTICE
Connect the agent to a ticket record and generate a complete escalation package.
MODULE DELIVERABLE
Human hand-off and case workflow
Quality, reporting and support capstone
Measure whether the agent helps customers while protecting service quality.
CORE TOPICS
- Resolution, response and escalation measures
- Answer accuracy and policy compliance
- Failure review and knowledge updates
- Pilot design, monitoring and team handover
GUIDED PRACTICE
Run a support-agent pilot and present results, failures and next actions.
MODULE DELIVERABLE
Customer support agent 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
OpenAIn8nCRM APIsKnowledge Base
Tool coverage may be updated when the industry changes. Core methods remain part of the course.COMMON QUESTIONS
Before you apply
Will the agent replace support staff?
The course is designed around supervised assistance and human ownership of complex or sensitive cases.
＋Can it use our help documents?
Yes. Knowledge preparation, retrieval and source-linked answers are covered.
＋Which service measures are tracked?
Response time, resolution, escalation, answer quality and knowledge gaps are included.
＋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.