14 · Industry-Specific AI
AI for Customer Service & Support
Use AI and Codex to categorize support requests, draft responses, analyze service performance, and create customer service productivity tools.
Course overview
Use AI and Codex to categorize support requests, draft responses, analyze service performance, and create customer service productivity tools. During this 2-day instructor-led course, you work through the practical problem behind this work with OpenAI Codex as a guided coding and workflow assistant. You begin by defining the intended outcome, users, inputs, constraints, and success checks. With starter materials and instructor demonstrations, you build Customer service automation prototype., so you can inspect Codex’s suggestions and explain how the result works. Exercises use fictional or approved sample data; keep sensitive records, passwords, and keys out of prompts and source files. The final workshop checks functionality, calculations, edge cases, and output clarity. The course is designed for Support teams, customer success, service managers.. Prerequisites: Customer service workflow knowledge.. You leave with project files where appropriate, reusable prompts, exercises, reference notes, and an adaptation checklist. The result is a learning prototype rather than automatically production-ready software; further security, deployment, accessibility, and maintenance review may be required before live use.
Every course follows the same practical path:
The Copiloted Build Method
- 01Discover
Choose a real work problem or opportunity.
- 02Design
Define requirements, inputs, constraints, and success checks.
- 03Build
Use OpenAI Codex to create a practical solution.
- 04Validate
Test behavior, calculations, privacy, and security risks.
- 05Apply
Plan how to adapt the deliverable at work.
Who should attend
- Support teams
- customer success
- service managers.
- team leads
- business analysts
Prerequisites
Customer service workflow knowledge.
Tools and access
OpenAI Codex, a browser, and the course-specific applications listed in the curriculum. Our instructors explain setup, access, and any usage limits. Use fictional or approved information only.
Participants need access to OpenAI Codex through an account and plan suitable for the exercises. Access and usage may involve separate provider charges; plans and limits vary. We will confirm the setup before training. Never share passwords, API keys, or secrets in prompts.
What you will learn
- Classify tickets in a guided exercise, then verify and explain the result
- Summarize cases in a guided exercise, then verify and explain the result
- Draft responses in a guided exercise, then verify and explain the result
- Retrieve knowledge in a guided exercise, then verify and explain the result
- Identify escalation needs in a guided exercise, then verify and explain the result
- Analyze KPIs in a guided exercise, then verify and explain the result
- Build support tools in a guided exercise, then verify and explain the result
- Test quality in a guided exercise, then verify and explain the result
- Protect customer data in a guided exercise, then verify and explain the result
- Improve workflows in a guided exercise, then verify and explain the result
Complete curriculum
Six instructional hours, excluding breaks Day. Each module includes instructor-led teaching, practical demonstration, a guided exercise with OpenAI Codex, and verification of the work.
Day 1 · Six instructional hours, excluding breaks
Support Productivity
Module 1 · 90 minutes
AI and Codex for customer service.
- Learn the workflow and business concepts behind AI and Codex for customer service.
- Follow an instructor demonstration using a fictional or approved sample scenario
- Use OpenAI Codex in a guided exercise connected to Customer service automation prototype.
- Test the result, review errors and limitations, and record what needs human approval
Module 2 · 90 minutes
Ticket classification and prioritization.
- Learn the workflow and business concepts behind Ticket classification and prioritization.
- Follow an instructor demonstration using a fictional or approved sample scenario
- Use OpenAI Codex in a guided exercise connected to Customer service automation prototype.
- Test the result, review errors and limitations, and record what needs human approval
Module 3 · 90 minutes
Response drafting and quality review.
- Learn the workflow and business concepts behind Response drafting and quality review.
- Follow an instructor demonstration using a fictional or approved sample scenario
- Use OpenAI Codex in a guided exercise connected to Customer service automation prototype.
- Test the result, review errors and limitations, and record what needs human approval
Module 4 · 90 minutes
Codex lab: build a ticket analysis utility.
- Learn the workflow and business concepts behind Codex lab: build a ticket analysis utility.
- Follow an instructor demonstration using a fictional or approved sample scenario
- Use OpenAI Codex in a guided exercise connected to Customer service automation prototype.
- Test the result, review errors and limitations, and record what needs human approval
Daily deliverable: Support productivity toolkit
Day 2 · Six instructional hours, excluding breaks
Service Improvement
Module 5 · 90 minutes
Knowledge assistants and source verification.
- Learn the workflow and business concepts behind Knowledge assistants and source verification.
- Follow an instructor demonstration using a fictional or approved sample scenario
- Use OpenAI Codex in a guided exercise connected to Customer service automation prototype.
- Test the result, review errors and limitations, and record what needs human approval
Module 6 · 90 minutes
Support analytics and performance.
- Learn the workflow and business concepts behind Support analytics and performance.
- Follow an instructor demonstration using a fictional or approved sample scenario
- Use OpenAI Codex in a guided exercise connected to Customer service automation prototype.
- Test the result, review errors and limitations, and record what needs human approval
Module 7 · 90 minutes
Routing, follow-ups, and human handoff.
- Learn the workflow and business concepts behind Routing, follow-ups, and human handoff.
- Follow an instructor demonstration using a fictional or approved sample scenario
- Use OpenAI Codex in a guided exercise connected to Customer service automation prototype.
- Test the result, review errors and limitations, and record what needs human approval
Module 8 · 90 minutes
Codex lab: build a supervised support workflow.
- Learn the workflow and business concepts behind Codex lab: build a supervised support workflow.
- Follow an instructor demonstration using a fictional or approved sample scenario
- Use OpenAI Codex in a guided exercise connected to Customer service automation prototype.
- Test the result, review errors and limitations, and record what needs human approval
Daily deliverable: Customer service automation prototype
Hands-on project
Use AI and Codex to categorize support requests, draft responses, analyze service performance, and create customer service productivity tools. The guided capstone produces Customer service automation prototype.. Participants use a defined problem, sample or approved data, and visible success checks; they inspect generated work, test likely failure cases, and document unresolved risks.
What you take home
- Customer service automation prototype.
- Project files and source code where applicable
- Reusable prompts, exercise materials, and reference notes
- A practical checklist for adapting and validating the work
The workshop produces a learning prototype, not automatically production-ready software. Further security, deployment, accessibility, and maintenance review may be needed before live use.
Pricing
Prices are in USD per course. Individual pricing is for live online training; corporate pricing covers up to 10 participants.
On-site delivery requires a custom quote. Travel and accommodation are separate.
Request a quote ↗Instructor-led delivery
Private remote training is available, with on-site delivery discussed when required. The session language is agreed in advance. Public-course language depends on the scheduled session.
Course FAQs
What will I build?
The course project is Customer service automation prototype.. You will work through it in guided stages and leave with the daily deliverables and a practical plan for adapting the result.
Do I need coding experience?
Customer service workflow knowledge. Our instructors use starter materials and explain Codex suggestions. Technical experience is helpful only where the course description requires it.
What Codex access and software do I need?
The course uses OpenAI Codex and the software named in the curriculum. Access may require a separate account or paid plan. We confirm setup and costs before training; never share credentials or API secrets.
Will the project be ready for production?
The workshop creates a tested learning prototype. Production use can require additional privacy, security, accessibility, deployment, and maintenance reviews.
Don't Just Learn AI. Build Something That Works.
Private remote training is available, with on-site delivery discussed when required. The session language is agreed in advance. Public-course language depends on the scheduled session.
Book a discovery call ↗