Track · Concord CS
4 weeks · 4 missions · 0 in cohort
AI Customer Success Automation
Customer ops that scale without losing the human voice.
§01 / The brief
Why this track exists.
Design and ship AI-augmented support and success systems that hit SLA, protect brand voice, and free your team to do the work only humans can.
Triage, answer and escalation systems your team will actually trust.
§02 / Who it's for
You are…
- →CS and support leads
- →Ops generalists
- →Founders building the first support system
§03 / What you'll learn
By the end…
- ✓Intent classification and routing
- ✓Knowledge-base curation that models can actually use
- ✓Quality and escalation loops
- ✓Measuring CSAT honestly
§05 / Missions
The work, in order.
- 01Intent classification
Map customer intents and design the routing logic.
lesson - 02Knowledge curation
Build a knowledge base models can actually use.
challenge - 03Quality loops
Sample, score and escalate. Keep the brand voice.
challenge - 04CSAT honestly
Measure what changed. Report it without spin.
peer_review
§06 / Tools
Your stack.
IntercomZendeskOpenAINotionn8nLinear
Tools shift fast. We teach the workflow so you can swap any of these without losing a beat.
§07 / What you ship
Portfolio you can defend.
- ◆A working triage + answer pipeline
- ◆A quality dashboard
- ◆A documented escalation playbook
§08 / FAQ
Common questions.
Will this replace my team?+
No — it removes the work that was burning them out.
§09 / Related
Stack it with…
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