AI & Customer Service: The Complete Handbook & Workbook | PDF
Building support that feels human - with worksheets, ready-to-use scripts, real-world scenarios, and a full bonus resource library.Every customer service team is being asked the same question right now:How do we use AI without losing what made our service good in the first place?This isn't a theory book. It's a workbook - built to be written in, not just read - for the person standing at the intersection of customer experience and AI: support leaders, founders handling their own support, CX and ops teams evaluating vendors, and the agents who have to live with whatever gets decided.Across 82 pages, you'll map your own customer journey, decide what to automate and what to keep human, build a real measurement plan, and walk away with a documented, defensible roadmap - not just a folder of AI buzzwords.WHAT'S INSIDE📘 9 Core ChaptersFrom "why this moment matters" through building your 30-60-90 day rollout plan - covering the AI concepts you actually need, where AI fits across the customer journey, how to keep the human touch, what this shift means for your agents (not just your budget), choosing tools without losing your mind, the pitfalls that trip up most rollouts, and how to measure what actually matters.Grounded in real, dated case studies - including Klarna's widely-covered AI reversal, the Air Canada chatbot ruling, Sephora's visual-AI bias correction, and Octopus Energy's staged rollout - not hypotheticals.📝 18 Worksheets & Planning ToolsIncluding a Customer Journey Map, Automation Priority Matrix, Team Readiness Scorecard, AI Risk Assessment, ROI Calculator, Vendor Comparison Matrix, and a full 90-Day Action Planner.🎁 10-Resource Bonus LibraryAn AI Customer Service Checklist, AI Policy Template, Customer Support Workflow Template (with a custom flowchart), Escalation Decision Tree, Weekly Team Review Checklist, and more - each designed to be pulled out and used on its own.💬 8 Ready-to-Use ScriptsChatbot greetings, escalation handoffs, refund confirmations, angry-customer de-escalation, apology emails, delay notifications, and satisfaction surveys - all editable, all copy-paste ready.🧭 16 Real-World ScenariosFrom wrong orders and damaged packages to fraud concerns, language barriers, and VIP accounts - each one broken down by situation, AI response, human response, what went well, and what to improve.🤖 AI Prompt Library for Support Teams15 categorized, copy-paste prompts for summarizing tickets, drafting empathetic replies, rewriting tone, translating to plain language, building knowledge base articles, and more.WHO THIS IS FOR Customer support leaders and managers deciding what to automate and what to keep human Founders and small business owners handling support themselves Customer service agents and team leads who want to understand what's coming CX, ops, and product teams evaluating AI vendors Consultants and trainers who want a ready-to-use client resource WHAT YOU WON'T GETThis is intentionally vendor-neutral. You won't find a step-by-step guide to one specific piece of software - you'll find a way of thinking clearly about AI in customer service that holds up no matter which tools you end up using.Written by J. Umbrella.
Get it → janeumbrella.gumroad.com