AI at Work — Sales & Customer Service
ROLE TRANSFORMATION
Intensity Level
APPLIED · ROLE TRACK
Operational Duration
6 WEEKS
Course Code: R2-SAL
Enrolment
Dates announced soon
Register your interest and we'll tell you when the next cohort opens.
MODULE TRACKS
Deep-Dive Specializations
Outreach at Scale
Research prospects into genuine hooks, personalise messages across volume, and draft inside approved CRM tools—maintaining relevance without losing the human touch.
- • Prospect research & verification
- • Personalised message drafting
- • CRM-assisted context
- • Ethical outreach guardrails
Proposals & Accuracy
Turn around quotes and proposals in minutes by grounding AI on real templates and pricing rules. Verify every figure, term, and date before sending. Never drop a deal in silence.
- • Template-grounded drafting
- • Pre-send accuracy checklist
- • Objection handling & talk tracks
- • Consistent follow-up sequences
Support & Escalation
Build a grounded FAQ assistant that handles common questions in your voice, escalates complaints and sensitive issues to humans, and turns calls into instant follow-ups—speed with warmth.
- • Grounded support assistant (no-code)
- • Warm ticket reply drafting
- • Call-to-followup automation
- • Escalation rules for risk cases
PROGRESSION PATHWAY
Badge Achievement Hierarchy
Scout
Wk 1–2 · Shared Core
Practitioner
Current Tier
Certified
Capstone + Certificate
WEEKLY PLAN
Timeline // 6 weeks · 2 shared + 4 role-specific · hybrid labsWk 1–2
Shared Foundation
AI Literacy & Ethical Frameworks
Prompt craft, accuracy discipline, privacy boundaries, and risk literacy across sales and support workflows.
Wk 3
Module 3
Personalised Outreach at Scale
Research prospects, personalise at volume with a reusable structure, draft using CRM context, and codify your outreach ethics.
Wk 4
Module 4
Proposals, Quotes & Follow-ups
Draft tailored proposals from templates; verify every price, term, and date; handle objections honestly; and never drop a follow-up.
Wk 5
Module 5
Support Assistant, FAQ & Call Follow-up
Build a no-code grounded support assistant, draft empathetic ticket replies, turn calls into summaries and follow-ups, and define escalation boundaries.
Wk 6
Capstone
Role Transformation Project
Assemble your automation (outreach or support), record baseline and after metrics, confirm quality safeguards, and present impact with next steps.
TECHNICAL DELIVERABLES
System deployments you will depart with, fully optimized for production environments.
Forge Guarantee
“You will ship a measurable, accuracy-first AI automation for sales or support—with before/after metrics, human safeguards, and a roadmap to R3.”
Sales & Service Playbooks
Research, outreach, proposal, and support assistant templates grounded in real processes—ready to adapt and deploy.
Role Transformation Project
A measured AI automation (outreach or support)—baseline metrics, execution, before/after results, and 5-slide impact presentation.
Accuracy & Escalation Framework
Decision checklist for proposal verification, support escalation rules, and ethical AI guardrails—operationalised in your role.