Customer Support Manager

3 courses · ~8 hours· 1 certification available

phase 1 — How AI support tools work

Learn the mechanism behind every AI chatbot.

[ ] Understanding Tool Calling

Every AI chatbot uses tool calling to look up customer records, check order status, and trigger actions. Understanding the mechanism helps you configure, evaluate, and troubleshoot them.

4 sections · 10 lessons

[ ] Foundations (2 lessons)
[ ] How Models Decide (2 lessons)
[ ] Advanced Patterns (3 lessons)
[ ] Security and Production (3 lessons)

[→ start course]

phase 2 — Why bots forget and fail

Understand context limits and what you can do about them.

[ ] Context Engineering

When your AI bot 'forgets' context mid-conversation or gives contradictory answers, context window limits are usually the cause. This course explains why and what you can do about it.

8 sections · 25 lessons

[ ] Tokens and Inference (2 lessons)
[ ] The Real Size of Your Context Window (4 lessons)
[ ] Anatomy of the Messages Array (5 lessons)
[ ] Dynamic Allocation: Tool Calling (2 lessons)
[ ] The Ralph Wiggum Loop (3 lessons)
[ ] Sub-Agents: Managed Runtimes for AI (3 lessons)
[ ] Message Passing: The Erlang OTP of AI (3 lessons)
[ ] Context Management Strategies (3 lessons)

certification: Certified Context Engineer

[→ start course]

phase 3 — How AI understands language

Design better bot scripts and escalation rules.

[ ] Understanding Transformers [preview]

Understanding how models process text helps you write better bot scripts, design better escalation rules, and evaluate vendor claims about natural language understanding.

2 sections · 4 lessons

[ ] Attention Mechanisms (3 lessons)
[ ] Embeddings (1 lesson)

[→ start course]

key terms

Tool Calling·Context Window·Context Engineering·Transformer·Agent·Streaming