Building controlled, high-performance human + AI collaboration inside CRM environments.
Audience:
Customer Success leaders, Support managers, CRM administrators, AI enablement consultants, and service operations stakeholders.
Course Summary
This programme establishes the operational foundations required to successfully deploy and manage agentic CRM environments.
Participants learn how AI agents, automation workflows, and human agents interact across the support lifecycle, and how to design governance, escalation models, and performance structures that increase efficiency without eroding accountability or service quality.
Modules
1. Foundations of Agentic CRM
Defining agentic systems in customer operations
Human agents vs AI agents: scope, boundaries, decision rights
CRM orchestration basics and workflow architecture
Common failure patterns in early deployments
2. Human + AI Collaboration Design
Task decomposition and automation eligibility
Escalation logic and override mechanisms
Cognitive load management for frontline teams
Maintaining human authority in AI-assisted decisions
3. Governance & Control Frameworks
Data permissions and contextual access
Traceability, audit logs, and explainability
Risk controls in AI-generated outputs
Compliance considerations in regulated environments
4. Workflow Engineering for Agent Enablement
Event-driven workflows and structured routing
Reducing ticket friction through intelligent triage
Context continuity across CRM states
Designing resilience into automation layers
5. Measuring Augmented Performance
Productivity vs quality trade-offs
True adoption metrics vs superficial usage metrics
SLA design in mixed human/AI models
Baseline vs uplift modelling
Outcomes
Participants will be able to:
Design safe, controlled AI-augmented support environments
Define clear operating boundaries between human and AI agents
Implement governance mechanisms that reduce operational risk
Measure tangible productivity and service quality improvements