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Professional micro-credential
Certified AI Escalation Specialist
Learn to take over when AI can't — resolve the hard cases, repair customer trust and make the AI better. Earned through scored simulations, not attendance.
Length
4 weeks
Time
40 hours
Format
Live online cohort
Next cohort
Nov 16 – Dec 11
Founding cohort runs November 16 – December 11, 2026. Second cohort runs January 11 – February 5, 2027. Delivered with Aggregate Intellect on the Sherpa-B learning platform.
Who it's for
- Customer-service and support staff moving into AI-assisted teams
- Team leads responsible for AI handoffs and quality
- Admin and service professionals changing careers into the role
What graduates can do
- Take over a failed AI conversation without the customer repeating themselves
- De-escalate and repair trust after an AI error
- Make and document judgment calls within policy
- Spot risk: privacy, fraud, legal threats and people in distress
- Write feedback that measurably improves the AI
Curriculum
Eight modules, taught brand-neutral so the skills apply wherever AI is deployed. Select a module to see what it covers.
How AI systems work and fail
Why AI hands off: uncertainty, made-up answers and policy limits. How to read an AI conversation transcript and spot where it went wrong.
The escalation process
What triggers a handoff, how to judge severity, how to pick up context fast, and what a good handoff looks like.
Taking over the conversation
De-escalation, emotional intelligence and repairing trust after the AI got it wrong.
Judgment and authority
Exceptions, refunds, when to escalate further, and how to document decisions.
Risk, ethics and compliance
Privacy, fraud, legal threats and people in distress or at risk of harm. Bias, and rules in regulated industries.
Improving the AI
Tagging failures, writing feedback an AI team can act on, and the core metrics: escalation rate, containment and customer satisfaction.
Tools and channels
Hands-on practice across chat, voice and email in a brand-neutral demo of common AI support platforms.
Industry electives and career launch
Choose retail, financial services, healthcare, telecom or internal help desks. Plus resume, interview practice and portfolio.
How certification is earned
Proven in practice, not in a multiple-choice test.
Simulated takeovers
The core of the assessment: live, role-played AI failures scored against a published rubric.
Handoff and feedback report
A written case record and improvement note an AI team could act on.
Knowledge check
A short exam on AI behaviour, risk and policy — a small share of the grade.
Capstone portfolio
Scored simulations graduates keep to show employers. Pass mark: 80% overall, with a minimum of 60% in each section.
Roles it prepares you for
The title is new; the jobs already exist. The credential maps to roles employers hire for today.
Pricing
Most popular
Employer seat
C$2,995
first person · each additional person 15% off (C$2,545) · plus HST · invoiced to your organization
Reserve seatsLimited seats
Founding cohort
C$1,495
about half the standard price · starts November 16, 2026 · help shape the program
Reserve a seatQuestions
Do learners need a technical background?
No. The course assumes customer-service experience, not coding. Module 1 covers everything learners need to know about how AI systems behave.
Which AI platforms do you teach?
The course is brand-neutral. Learners practise in a demo environment modelled on common AI support platforms, so the skills transfer.
How much time does it take each week?
About 10 hours, including live sessions and simulation practice. Live sessions are scheduled to fit around a working day.
Does the credential expire?
Graduates recertify every two years so their skills keep pace with the technology.
Ready to nominate your people?
Founding cohort seats are limited. Tell us who you'd like to nominate and we'll reply within two business days.