- Scale it
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Introduction 1 min
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Reimagining customer experience at scale 5 min
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Designing hybrid AI-human journeys 4 min
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Scaling optimization & governance 5 min
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Redefining measurement 4 min
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Making the business case for scaling AI 4 min
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What a great AI Agent at scale looks like 5 min
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Recap 1 min
Scaling AI in support
Strengthen results, expand coverage, and drive long-term impact.
Welcome to the next stage of your AI journey. In this course, you’ll move beyond efficiency metrics and learn how to build customer support around AI at scale. You’ll explore the systems, structures, and roles that sustain continuous improvement — from AI Operations to Knowledge Management and Automation Design.
You’ll see how to reimagine the customer experience around hybrid AI-human collaboration, measure new kinds of success with Fin’s performance metrics, and make the business case that wins executive support. By the end, you’ll know how to evolve Fin into the foundation of a smarter, faster, and more resilient support operation.
Learning outcomes:
• Reimagine support around AI as a core product experience
• Design hybrid AI-human support journeys that scale
• Define key operational roles for sustainable AI performance
• Measure success with AI-first metrics like involvement, resolution, and CX score
• Build executive alignment and make the business case for scaled AI
• Recognize what great AI performance looks like at scale
