DNAi Customer Support & CX Operator Certification
AI that deflects volume and elevates human agents.
Design support with AI — deflection, agent assist, QA, and knowledge — that handles the routine and routes the hard, emotional cases to people who can actually help.
- Publicly verifiable credential
- Server-graded final exam
- Lifetime coursework access
- 6
- Modules
- 19
- Lessons
- 6
- Checkpoints
- 12
- Final-exam questions
- ~6 h
- Est. self-paced
- Tier-1 deflection done right
- Real-time agent assist
- Automated QA & coaching
- Knowledge-base automation
3 tiers, earned in sequence.
6 modules, earned in sequence.
Foundations: Augment the Floor, Don't Empty It
Establishes the operating principle behind every AI decision in support: AI should reduce drudgery and raise the floor on quality, not quietly delete the people who hold institutional knowledge. Sets the baseline metrics and guardrails you'll use across the course.
- The augmentation test
- Metrics that don't lie to you
- Mapping the knowledge that walks out the door
Tier-1 Deflection Done Right
Teaches how to deflect repetitive Tier-1 contacts without trapping customers in dead-end bots or hiding failures behind a deflection percentage. Focuses on routing, honest escape hatches, and scoping automation to what it can actually resolve.
- Scope deflection to what stays true
- The escape hatch is the product
- Instrument for honesty, not vanity
Real-Time Agent Assist
Covers how to put AI alongside agents during live conversations so it speeds them up and protects quality, without taking the wheel or eroding agent skill. Emphasizes suggestion-not-substitution and keeping the human in command.
- Suggest, never autopilot
- Right context, right moment
- Guarding against skill atrophy
- Tune with the people who use it
Automated QA and Coaching
Shows how to use AI to review far more interactions than humans ever could, while keeping evaluation fair, transparent, and oriented toward growth rather than surveillance. Treats QA automation as a coaching multiplier, not a discipline engine.
- From 2 percent samples to full coverage, carefully
- Fair, explainable, contestable scoring
- Coaching, not a discipline engine
Knowledge-Base Automation
Covers using AI to keep the knowledge base accurate, discoverable, and current, while protecting the human expertise and editorial judgment that make a knowledge base trustworthy. Treats the KB as the shared brain that powers every other system in this course.
- The KB is the shared brain
- Capturing what only your agents know
- Fighting decay before it spreads
Rollout, Change Management, and Protecting the Team
Brings the pieces together into a responsible deployment plan that earns team trust, sequences automation safely, and keeps people central. Covers how to communicate, pilot, and measure so AI strengthens the support org instead of hollowing it out.
- Sequence to earn trust
- Say the quiet part out loud
- Pilot, measure honestly, then reinvest
Each module ends with a checkpoint; the final exam unlocks once every checkpoint is passed.
A credential employers can verify in seconds.
Pass the coursework and the 70% server-graded final exam and you earn a certificate with a unique serial and a public verification page — tamper-evident and confirmable by anyone, with no account required.
See how verification worksIs the credential verifiable by employers?
Yes. Every certificate has a unique serial and a public verification page at digitalnetworks.ai/verify — no login required. Anyone can confirm it's authentic and unaltered.
What happens if I don't pass an exam?
Each module checkpoint allows up to 3 attempts. The final exam includes one attempt; additional retakes are $50 each. You keep full access to the coursework while you prepare, and the passing score is 70%.
Do I keep access after I finish?
Yes — enrollment is a one-time payment, and your coursework and earned certificate remain yours.
Is creating an account free?
Yes. Accounts are free; you pay once when you enroll in a certification.