DNAi Customer Support & CX Professional Certification
Deploy and govern AI across Customer Support & CX operations.
Take AI in Customer Support & CX from a single workflow to the whole function — deploy retrieval, agents, and automation across teams with the measurement, governance, and human-in-the-loop the domain demands.
- Publicly verifiable credential
- Server-graded final exam
- Lifetime coursework access
- 5
- Modules
- 15
- Lessons
- 5
- Checkpoints
- 12
- Final-exam questions
- ~5 h
- Est. self-paced
- Support-org AI workflow deployment
- Escalation & human-in-the-loop design
- QA / CSAT measurement
- Adoption across support teams
Builds on the DNAi Customer Support & CX Operator Certification.
3 tiers, earned in sequence.
5 modules, earned in sequence.
From One Workflow to a Function: Support-Org Deployment Architecture
Moving AI from a single proven support workflow to an entire support organization, with a portfolio view, shared infrastructure, and a rollout sequence that compounds trust instead of scattering disconnected bots. Sets the Professional-tier baseline of programmatic, function-wide deployment over point solutions.
- The Portfolio View Replaces the Pilot
- Shared Infrastructure Beats Twelve Point Solutions
- Sequencing Rollout to Compound Trust
Escalation and Human-in-the-Loop Design at Scale
Designing the escalation and human-in-the-loop architecture that holds an entire support function together: routing, handoff context, approval gates on consequential moments, and graduated autonomy. Elevates the Operator-tier escape hatch into a governed, function-wide pattern every workflow inherits.
- Escalation Is Shared Infrastructure, Not a Per-Bot Afterthought
- Gates Where Consequence Begins, Not Everywhere
- Governing Autonomy So the Worst Case Is Recoverable
QA Automation and CSAT Measurement at Function Scale
Running automated QA across an entire support function and building a measurement layer that answers leadership on value and risk on control at the same time. Elevates Operator-tier QA from a single team's coaching aid to a fair, calibrated, drift-aware program discipline.
- Full-Coverage QA as a Calibrated Program, Not a Panopticon
- Calibration, Contestability, and the Overturn Rate
- The Two-Sided Scorecard: Value and Control Health Together
Knowledge and Retrieval as a Governed Shared Service
Turning the knowledge base from a single team's source into a governed retrieval platform that serves every support workflow with freshness, grounding, and traceability. The shared brain that deflection, assist, and QA all depend on, run as a controlled service rather than a documentation side-project.
- The Knowledge Base Is the Shared Brain of the Function
- Freshness as a First-Class Control
- Grounding, Citation, and the Retrieval-Miss-Versus-Gap Distinction
Adoption, Change Management, and Program Governance
Driving real adoption of a function-wide support AI deployment, redesigning agent roles around augmentation, and running the program under governance that survives scrutiny: an inventory of every workflow, revalidation on change, and drift monitoring across the estate. Completes the Professional arc by joining the people change that makes AI stick with the operating discipline that keeps it safe.
- Adoption Is the Real Deliverable
- Redesigning Agent Roles Around Augmentation
- Governance and the Operating Model That Sustains It
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.