Building Grounded AI Service Agents for Customer Support

In modern customer support, generic AI responses are no longer enough—your automated systems must be deeply knowledgeable about your specific business. This text-based course guides you through the process of building grounded service agents that utilize your internal case history, documentation, and data to solve real customer inquiries. You will transition from understanding basic conversational AI to architecting sophisticated, context-aware support agents. By learning how to ground AI responses in verified data, you will ensure your automated support is reliable, accurate, and safe. What you'll learn: - Understand the fundamental concepts of AI grounding and Retrieval-Augmented Generation (RAG) for customer service. - Configure agent actions to allow your service agent to retrieve, analyze, and process specific case knowledge. - Design specialized subagents to handle complex, multi-step customer support workflows. - Apply prompt engineering techniques to keep agent responses aligned with company guidelines and tone. - Implement basic evaluation strategies to measure the accuracy and safety of your agent's answers. The course starts with essential terminology and foundational concepts of grounded AI before moving into step-by-step written guides on configuring actions, managing subagents, and structuring knowledge sources. You will practice through conceptual exercises and structured configuration scenarios designed for easy reading. This course is designed for aspiring AI conversational designers, support operations managers, and beginners looking to implement automated customer service solutions. No prior programming experience is required. Start reading today to build smarter, more reliable automated support systems.