What you'll learn

Customer support teams often face overwhelming volumes of tickets, complex technical issues, and customers communicating in multiple languages. Agents must provide timely, accurate, and empathetic responses while maintaining a consistent brand voice, but traditional workflows make this difficult to achieve efficiently. In this course, Prompt Engineering for Customer Support, you’ll learn to leverage AI prompts to deliver clear, empathetic, and efficient customer support. First, you’ll explore how to summarize support requests, draft tone-sensitive responses, and generate FAQs to streamline daily support workflows. Next, you’ll discover how to use persona prompting, role assignments, and zero-shot or few-shot techniques to translate technical topics into layman’s terms, maintain brand consistency, and support multilingual communication. Finally, you’ll learn how to triage tickets, escalate issues appropriately, and apply best practices such as iterative prompt refinement, clarity, and output vetting to ensure reliable results. When you’re finished with this course, you’ll have the skills and knowledge of prompt engineering needed to provide high-quality, consistent, and efficient AI-assisted customer support across a variety of customer interactions.