Yiga AI

Course 3 of 5

Service Analytics & Quality

Metrics, Feedback analysis, Coaching, and more.

Yiga AI

Beginner en

Beginner · Course · 3 weeks at 5 hrs/week

Duration
3 weeks
Effort
5 hrs/week
Lessons
12
Hands-on exercises
12
Projects
1
Language
en

What you’ll learn

Skills you can put to work.

AI in Customer Service

Building Support Bots (WhatsApp & Web)

Agent Productivity with AI

Service Analytics & Quality

Syllabus

Every module, step by step.

3 modules · 16 lessons · 11 hours · 1 graded project

660 minutes of guided lesson time.

Sign in and enrol to unlock every lesson. The first lesson is open as a preview.

Module 1 · 5 lessons · 3 hoursMetricsModule 1 of 3 in Service Analytics & Quality.

  1. Overview and set-up

    Overview and set-up — Metrics in Service Analytics & Quality.

    Lesson

    40 min

  2. Core concepts

    Core concepts — Metrics in Service Analytics & Quality.

    Lesson · Locked

    40 min

  3. Worked example

    Worked example — Metrics in Service Analytics & Quality.

    Lesson · Locked

    40 min

  4. Hands-on practice

    Hands-on practice — Metrics in Service Analytics & Quality.

    Lesson · Locked

    40 min

  5. Module quiz: Metrics

    Check what you learned in Metrics before moving on.

    Quiz · Locked

    20 min
Module 2 · 5 lessons · 3 hours LockedFeedback analysisModule 2 of 3 in Service Analytics & Quality.

  1. Overview and set-up

    Overview and set-up — Feedback analysis in Service Analytics & Quality.

    Lesson · Locked

    40 min

  2. Core concepts

    Core concepts — Feedback analysis in Service Analytics & Quality.

    Lesson · Locked

    40 min

  3. Worked example

    Worked example — Feedback analysis in Service Analytics & Quality.

    Lesson · Locked

    40 min

  4. Hands-on practice

    Hands-on practice — Feedback analysis in Service Analytics & Quality.

    Lesson · Locked

    40 min

  5. Module quiz: Feedback analysis

    Check what you learned in Feedback analysis before moving on.

    Quiz · Locked

    20 min
Module 3 · 6 lessons · 5 hours LockedCoachingModule 3 of 3 in Service Analytics & Quality.

  1. Overview and set-up

    Overview and set-up — Coaching in Service Analytics & Quality.

    Lesson · Locked

    40 min

  2. Core concepts

    Core concepts — Coaching in Service Analytics & Quality.

    Lesson · Locked

    40 min

  3. Worked example

    Worked example — Coaching in Service Analytics & Quality.

    Lesson · Locked

    40 min

  4. Hands-on practice

    Hands-on practice — Coaching in Service Analytics & Quality.

    Lesson · Locked

    40 min

  5. Module quiz: Coaching

    Check what you learned in Coaching before moving on.

    Quiz · Locked

    20 min

  6. Graded project: Service Analytics & Quality

    Apply everything from Service Analytics & Quality in one graded, portfolio-ready build.

    Graded project · Locked

    120 min

Applied learning project

Make the learning visible.

Use Graded project: Service Analytics & Quality to apply this course to a practical challenge. You’ll finish with a clear solution and the reasoning behind your choices.

Apply the course’s core skillMake and explain practical decisionsCreate evidence you can share
Grace A., AI for professions

Your instructor

Grace A.

AI for professions

Shows working professionals how to use AI responsibly inside everyday workflows.

Samuel Mwangi, Yiga learner

“The examples felt relevant to public service and worked on the connection I actually have.”

Samuel Mwangi

Public service officer, Nairobi

Continue with

Your next best step.

Following the order of AI for Customer Service Teams.

See the full chain

Next lesson

Overview and set-up

Service Analytics & Quality

40 min · Resume

Course 4 in the track

Capstone: Launch an AI Support Channel

Design, Build, Train team, and more.

Beginner · Course · 3 weeks at 5 hrs/week

Course 5 in the track

Agent Productivity with AI

Reply drafting, Summaries, Knowledge base, and more.

Beginner · Course · 3 weeks at 5 hrs/week

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Previous courseBuilding Support Bots (WhatsApp & Web)Next courseCapstone: Launch an AI Support Channel

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