AI Agents for Customer Support Quality Assurance

Customer support teams handle thousands of conversations daily, making manual quality assurance slow and inconsistent. What if you could automate the review process using artificial intelligence? This course guides you through designing AI systems specifically for support QA. You will learn how to process customer dialogs, apply grading checklists, and generate structured, objective feedback automatically. What you will learn: • Understand the foundational concepts of AI agents and large language models. • Design effective prompts to evaluate support conversations against strict quality checklists. • Apply basic retrieval-augmented generation (RAG) patterns to reference company policies during evaluation. • Structure AI outputs into reliable formats for automated reporting and analytics. • Practice analyzing text data to extract key intents, tone, and resolution accuracy. The curriculum begins with essential AI terminology and basic concepts before moving into practical, written exercises on prompt design and dialog analysis. Designed for beginners, QA specialists, and support managers, this course requires no prior programming or AI experience. Start reading today to modernize your quality assurance workflow.