Operationalise: Embed AI Service Quality Practices into Daily Operations
About This Course
Successfully monitoring AI quality is only the first step towards achieving reliable AI-enabled customer service. Organizations must operationalize AI service quality practices by embedding monitoring, knowledge management, analytics, escalation management, and continuous improvement into their daily service operations.
This 4-day course enables participants to apply the monitoring and evaluation frameworks within an enterprise service platform. Learners will navigate AI-assisted service environments, manage AI knowledge bases, analyse service performance dashboards, configure escalation pathways and coordinate AI quality improvement initiatives across business functions.
Using Microsoft Copilot Studio and enterprise service management concepts, participants will improve AI knowledge sources, optimize AI agent performance, review AI analytics, and develop a practical 90-day AI Service Improvement Plan. Through hands-on activities, learners will produce a complete AI Service Operations Portfolio that demonstrates sustainable AI service quality practices suitable for real-world enterprise environments.
What You'll Learn
• LO1: Apply AI monitoring methodologies within an enterprise service platform to locate, interpret and review AI-generated content, including case summaries, suggested responses, sentiment indicators and escalation prompts, using confidence and quality signals to identify service risks.
• LO2: Monitor AI service performance using platform-based case management consoles and AI agent analytics dashboards, tracking conversation volume, topic match rates, escalation rates and customer satisfaction trends against defined service benchmarks.
• LO3: Audit and improve enterprise knowledge base content, applying knowledge article lifecycle and content governance practices so that AI systems retrieve and use information accurately.
• LO4: Configure, test and validate AI escalation pathways for complex, sensitive and regulated scenarios, verifying routing rules and reviewing escalation outcomes against defined service level requirements.
• LO5: Coordinate human-AI service delivery across functions and produce a cross-team improvement brief that aligns Operations, IT, Customer Experience and Compliance around shared service quality recommendations.
• LO6: Apply an integrated AI service operations approach that combines platform monitoring, knowledge management, escalation coordination and performance measurement to build a sustainable 90-day AI service improvement plan and ongoing monitoring practice.
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