AI in customer service
MET-C06M01
Ground answers (RAG), mask data, escalate to a human.
Deploy a reliable virtual agent: grounded answers, masked data and handoff to a human.
Coming soon
Training by function
Customer service
A virtual agent speaks on behalf of the company. This program teaches how to ground its answers, mask sensitive data and plan escalation to a human.
Why this training
A virtual agent's words bind the company.
An ungrounded assistant invents policies, promises refunds or discloses another client's data. The defense: ground answers in a verified knowledge base (RAG), mask sensitive information and guarantee a handoff to a human. This program installs those guardrails.
The module dedicated to your function
Coming soon in the « AI by profession » specialization: this module is not available yet. The common core and the modules to go deeper below are available today.
The common core for everyone
The baseline reflexes your whole team shares, whatever the job.
Understanding generative AI
C01M01
Demystify the probabilistic engine and distinguish it from predictive AI.
Online10 min
Understand the fundamental principles and key mechanisms of how generative AI works.
RegisterHallucinations
C01M02
Identify fabricated information and how to verify it at the source.
Online13 min
Identify the causes of AI hallucinations and apply a rigorous method to guard against them.
RegisterWriting effective prompts
C01M03
Structure your prompts (Role + Context + Task + Format) and iterate.
Online8 min
Write structured prompts (RCTF) and iterate effectively to get precise results.
RegisterConfidential data and GenAI
C01M04
Sort your data and de-identify rigorously before every prompt.
Online8 min
Categorize work data and apply anonymization techniques to protect sensitive information.
RegisterApproved tools and shadow AI
C01M05
Recognize shadow AI and have tools approved by IT.
Online7 min
Identify the risks of shadow AI and favour officially approved tools.
RegisterYou remain responsible
C01M06
Apply "human-in-the-loop" and the "four eyes" method.
Online7 min
Take professional accountability for generated content and apply the principle of human verification.
RegisterGo deeper for your context
The modules most relevant to the risks specific to your function.
Confidential data and GenAI
C01M04
Sort your data and de-identify rigorously before every prompt.
Online8 min
Categorize work data and apply anonymization techniques to protect sensitive information.
RegisterTransparency
C04M04
Know when disclosure is required and how to phrase it.
Online6 min
Set the rules for disclosing AI use and include the appropriate transparency notices.
RegisterAnonymization vs pseudonymization
C02M02
Distinguish reversible masking from legal, irreversible anonymization.
Online8 min
Distinguish pseudonymization from anonymization and prevent re-identification through cross-referencing.
RegisterReady to equip your team?
Enroll your teams in our AI-literacy and governance training, from the common core to function-specific use cases.
Immediate access · 100% online · at your own pace