Intermediate

Chatbots & Support Agents

This course walks you from a blank screen to a working chatbot that lives on your website and answers questions using your own documents, prices and policies. You will learn how to gather the right source material, feed it to the bot so it stops inventing answers, give it a personality that matches your brand, and hand a conversation over to a human when it gets out of its depth. Every step is done with tools that need no coding, and the same pattern works whether you are a one person shop or a support team of twenty.

4 modules · 8 lessons~40 minutes of reading

A support bot that knows when to stop

Answer, or hand over cleanly. Nothing in between.

Step 1

Question

Site widget, WhatsApp or email

Step 2

Find the facts

Your help docs and order data

Step 3

Answer

In your tone, with the source

Step 4

Hand off

Human takes it with full context

What you'll cover

Module 1

What a chatbot really is

The three kinds of chatbot6 min
Why bots make things up5 min

Module 2

Feeding it your knowledge

Choosing what to feed it5 min
Chunking and testing retrieval5 min

Module 3

Voice, tone and guardrails

Giving it a voice that fits5 min
Knowing when to hand over5 min

Module 4

Launching and improving

Putting it on your site5 min
The weekly improvement loop5 min