Customerly Academy · Free course
AI Customer Service Masterclass
Learn how to automate up to 80% of your support conversations with AI that feels human, from the first knowledge base article to advanced workflows and continuous retraining.
Start with lesson 1Module 1 · 5 lessons · 23m
Introduction to AI in Customer Support
Why most chatbots fail, what conversational and generative AI actually are, and why AI is reshaping customer support.
5:40Lesson 1IntroDid you know that 72% of customers feel like chatbots don’t understand their problems? Let’s be real: Most chatbots are frustrating. We’ve all experienced it—a…
3:15Lesson 2From Sh*tty Chatbots to Conversational AI🤔 Why do 45% of customers still distrust chatbots? Because too many are stuck in outdated, robotic processes that frustrate customers instead of helping them.…
7:25Lesson 3The Basics of Generative AI🌟 Unlock the Power of Generative AI for Customer Service 🌟 How does AI write essays, create art, or solve customer problems with human-like precision? In…
4:11Lesson 4The Essentials of Conversational AIWhat makes Conversational AI so powerful for customer service? 🤖 In this video, we break down the 5 essential elements that power AI-driven customer…
2:17Lesson 5Why AI is Transforming Customer SupportWhat if you could slash response times, boost efficiency, and make your customers happier—effortlessly? This video dives into the transformative power of…
Module 2 · 15 lessons · 1h 27m
Building an AI-Powered Support System Without Code
Build a working AI support system in Customerly without writing code: training assets, knowledge base, canned responses, escalations, tone, Flows, AI Missions, channels and languages.
6:43Lesson 1Building Your First AI Support🎯 Why settle for slow, manual support when you can automate 24/7? In this video, we’ll show you step-by-step how to create your ultimate support system using…
2:30Lesson 2Overview of Training Assets👨🍳 You wouldn’t expect a chef to cook without ingredients, right? Well, your AI works the same way! Simply dumping all your website content into your AI…
3:41Lesson 3Building a Knowledge Base for AIYour AI is only as good as the knowledge base behind it. Here is how to build an AI knowledge base that your chatbot or AI agent can actually read, understand…
2:41Lesson 4Creating Canned Responses⚡ Want to supercharge your customer support with quick, consistent answers? Meet canned responses—your secret weapon for handling FAQs efficiently! Not every…
6:21Lesson 5DOs and DON'Ts of Training Materials🧠 Your AI Is Only as Smart as Its Training—Don’t Get This Wrong! Struggling to make your AI assistant truly helpful? The secret isn’t magic—it’s all in your…
3:26Lesson 6Managing Escalations🤖 When AI Knows It’s Time to Step Aside… We’ve all faced chatbots that frustrate more than they help. But Aura changes the game. Escalations aren’t…
2:27Lesson 7Setting Up Tones and Formality Levels🎤 Does Your AI Sound Like You? Let’s Fix That! If your AI sounds like a robot, your brand might too. In this video, learn how to craft Aura’s personality so…
11:47Lesson 8Building Your First Chatflow🤖 Want to create your own AI chatbot without writing a single line of code? In this beginner-friendly tutorial, you’ll learn exactly how to build a powerful…
6:14Lesson 9Assistant mode vs. Intent🚨 Is Your AI Assistant Ready for the Real World? Imagine a loyal customer—like Sarah—ready to upgrade her plan but stuck in chatbot limbo. Is your AI prepared…
6:05Lesson 10AI-First vs Chatbot + AI: Why One of These Will Actually Work for You!Ever typed your question into a chatbot…only to get stuck in a useless menu loop? 🤯 In this video, we break down why chatbots fail—and how switching to an…
10:56Lesson 11Automate a Sales Meeting Request with AI Missions💥 What If Your AI Assistant Could Qualify Leads Like a Pro? Imagine your AI handling leads just like your best Sales Development Rep—asking the right…
4:35Lesson 12Using AI for Multi-Channel Support: Chat, Email, and Beyond📬 Your Customers Are Everywhere—Email, Chat, Messenger… But what if your AI assistant could manage all of those channels in one place? In Lesson 2.12 of the…
10:22Lesson 13Multilanguage Support🌐 What If Your AI Could Speak Any Language—Automatically? No toggles. No manual setup. Just smooth, intelligent conversations in whatever language your…
6:51Lesson 14Improve team performance with Inboxes AI⚡ What If Your Support Team Could Reply Faster, Smarter, and With Less Effort? In this lesson of the AI Customer Service Masterclass, you’ll discover how to…
2:00Lesson 15Exercise: Deploy Your Efficient AI Support Chatbot🚀 It’s Time to Launch Your AI Chatbot! You’ve learned the strategy. You’ve built the flows. Now it’s time to deploy your AI assistant and start delivering…
Module 3 · 6 lessons · 48m
Advanced AI-Driven Workflows for Complex Support Needs
Go beyond FAQs: prioritisation, advanced workflow automation, gathering extra information and connecting AI Intents and Missions to a REST API.
2:58Lesson 1Introduction to AI for Complex Support💡 Think your chatbot is smart? Wait until it handles bug reports, prioritizes tickets, and switches flows like a pro. In this power-packed module, we explore…
9:40Lesson 2Building a Prioritization System🔥 Tired of manual conversation assignments? Discover how to build a smart, flexible escalation system that lets your AI assistant route chats to the right…
20:25Lesson 3Advanced Workflow Automation with AIYour AI can do way more than just answer FAQs—let it handle real work. What if your support assistant could automate refunds, trial extensions, and even…
6:44Lesson 4Gather extra info🤖 Your AI Assistant Can’t Read Minds—Here’s How to Help It Dig Deeper! Not every customer query comes with enough info to solve the issue upfront. That’s why…
6:31Lesson 5How to automate Trial Extensions with AI Intent and Mission and REST APILike most SaaS companies, we used to handle free trial extension requests manually. Between the back-and-forth conversations, subscription management, and…
1:57Lesson 6Excercise: Automate a Complex Workflow Using AIIn this video, we’ll create a fully automated AI workflow that collects customer data, sends it to your backend system via REST API, captures the response, and…
Module 4 · 2 lessons · 10m
Case Studies of AI Success in Customer Support
Real teams, real numbers: how TeamSystem cut workload by 60% and what a $100M SaaS CEO thinks of AI customer service.
8:15Lesson 1How TeamSystem Reduced Workload by 60% and Boosted CSAT by 20%Discover how TeamSystem, the leading SaaS company behind Fatture in Cloud, transformed its customer service operations using Customerly Aura. By integrating…
1:24Lesson 2$100M SaaS CEO Shares feedback about AI for Customer ServiceDaniele from Fatture in Cloud is sharing their pains before implementing Customerly AI for customer service and the benefits of adopting Aura.
Module 5 · 2 lessons · 18m
Continuous Improvement and Scaling with AI
Keep your AI sharp after launch: monitor performance over time and retrain it continuously so it resolves more conversations on its own.
6:10Lesson 1Monitoring AI Performance Over TimeAI is great—but it’s not perfect. The real magic happens when you monitor its performance and continuously improve it. In this video, you’ll learn a…
12:06Lesson 2Continuous AI Retraining and ImprovementHere’s the thing about AI—it’s never truly “finished.” 🤖 The more conversations your AI handles, the more opportunities you have to make it smarter, more…
Put the masterclass into practice
Everything in these lessons is built in Customerly. Start a free trial and set up Aura AI on your own help center today.