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Build a working AI support agent for one real Nigerian business

The capstone project for AI Agents for Customer Service — a free AI & Emerging Tech course. Pass it and you earn a certificate anyone can verify.

Start the course free Download the project workbook

The project unlocks once you complete the lessons. The workbook is free to download now so you can see exactly what is expected.

What you will submit

A text submission containing: (1) your FAQ + policy knowledge base, (2) your bot persona/system prompt with CAN-do abilities and NEVER guardrails, (3) your escalation rule + handover message, and (4) three example handled chats (routine, honest-uncertainty, and complaint/handover).

What to do, step by step

  1. Pick ONE real business (yours or one you know well) and write its FAQ knowledge base: 8–15 real questions customers actually ask, grouped into 4–8 topics, each with a true one-paragraph answer, plus your real delivery, payment, returns and business-hours policies.
  2. Write your agent's persona / system prompt (under ~200 words): its tone, at least three things it CAN do (answer FAQs, share prices, send a Paystack/Flutterwave link, take order details), and at least three NEVER rules (never invent a price/policy, never approve a refund or promise money, never argue), plus the "let me confirm and get back to you" escape line.
  3. Write your escalation rule — complete "The agent must hand over to a human whenever…" with your real triggers (money/refunds, angry or complaining customers, sensitive cases, anything unknown) — and a one-paragraph handover message that apologises, is honest that it is an assistant, and promises a real person shortly without promising money.
  4. Show THREE example chats your agent handled: one routine question answered correctly, one where it honestly says it must confirm or cannot answer, and one complaint/refund where it hands over to a human using your handover message.
  5. Optional bonus: build it for real in a tool (free WhatsApp Business app, ManyChat, Chatbase, Tidio or a custom GPT) and include the link or screenshots.

Files to work with

Project workbook (fill in, then submit)The whole brief, an evidence checklist, the grading rubric as a self-check and the link-sharing steps in one file. Opens in Word, Google Docs or WPS.Word · 6 KB

How it is graded

CriterionWeight
Knowledge base is real, specific and honest — genuine questions in customers' words, grouped into topics, with true delivery/payment/returns/hours policies (no vague placeholders)30%
Persona is clear and on-brand with concrete CAN-do abilities AND firm NEVER guardrails (never invent prices/policies, never approve refunds or promise money) plus the confirm-and-return escape line25%
Escalation is well designed — sensible handover triggers (money, complaints, anger, sensitive, unknown) and an honest handover message that discloses it is an assistant and never promises money on its own25%
The three example chats demonstrate the agent in action: a correct routine answer, an honest 'let me confirm' / can't-answer reply, and a clean complaint/refund handover to a human20%

You need 65% overall to pass. A failed submission comes back with feedback and can be revised and resubmitted.

Before you submit: make your link public

If your work lives in Google Drive or Google Docs, open Share → General access and change “Restricted” to “Anyone with the link” (Viewer). Then paste the link into a private browser window: if it opens without sign-in, you are ready. A private link cannot be graded — it is the single most common reason a good project fails.

Frequently asked questions

Do I have to finish AI Agents for Customer Service before submitting the project?

Yes. The submission screen opens once every lesson in AI Agents for Customer Service is marked complete. The lessons are where the methods, the Nigerian context and the worked examples the project depends on are taught.

How is the project graded?

An examiner scores each rubric criterion from 0 to 100 and weights them as shown on this page; you need 65% overall to pass. Most submissions are graded within minutes and you get written feedback on what was strong and what to improve.

Can I resubmit if I fail?

Yes. A failed project comes back with feedback; revise the weak parts and resubmit. A passed project is final — the certificate is issued and cannot be re-rolled.

What do I actually submit?

A write-up of what you did (under 5,000 characters). You can mention a public link to supporting files in the write-up. The free project workbook on this page walks you through all 5 steps.

Is the certificate real?

Yes. Passing this project issues a certificate with a unique verification code. Anyone — an employer, a client, a school — can open the verification page and see that the certificate is genuine and which project earned it.

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Ready to earn this certificate?

AI Agents for Customer Service is free and self-paced. Finish the lessons, complete this project, and the certificate is yours to share.

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