Assure: Monitor and Improve AI Service Quality
About This Course
As organizations increasingly deploy AI agents, chatbots, and copilots to support customer service operations, maintaining AI service quality becomes critical. AI systems must be continuously monitored to ensure they provide accurate, relevant, complete, and appropriate responses while escalating complex situations to human agents when necessary.
This 4-day course develops the practical skills required to monitor AI-enabled service interactions, evaluate AI-generated responses, identify recurring quality issues, improve AI knowledge sources, and design effective escalation pathways. Participants will learn structured monitoring methodologies, apply AI response evaluation scorecards, perform knowledge base audits, and develop escalation frameworks using realistic customer service scenarios.
Through hands-on exercises, participants will produce an AI Quality Improvement Portfolio comprising evaluated AI interactions, quality findings, knowledge base improvements, and an escalation framework they can apply within their organization.
What You'll Learn
• LO1: Monitor a representative sample of AI-enabled service interactions using structured sampling strategies and a defined monitoring cadence to identify quality risks.
• LO2: Evaluate AI-generated responses against a five-dimension quality scorecard, applying consistent audit standards that produce defensible, calibrated findings.
• LO3: Diagnose the root cause of recurring AI quality failures and translate findings into specific, actionable improvement recommendations.
• LO4: Audit and improve knowledge base content, applying content management and governance practices, so that AI systems retrieve and use information accurately.
• LO5: Design human-AI escalation frameworks that embed data protection and regulatory compliance requirements (like PDPA) for sensitive, complex and regulated scenarios.
• LO6: Apply an integrated AI service quality management approach, combining monitoring, evaluation, knowledge and escalation practices, to sustain and continuously improve AI-enabled service quality.
Entry Requirements
No coding or programming experience required
No prior AI or technical platform experience required
No data science or analytics background required
Basic familiarity with customer service, operational processes, helpdesk support, shared services or business workflows