How To Make Customer Service Training Videos Using AI

Written by
Kevin Alster
Published on
May 22, 2024
Table of contents

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Dear managers, CEOs, instructional designers, and L&D specialists, hear me out:

Customer service training videos are a necessary evil. 👿

Nobody really wants to create them, but most know that they can be a powerful tool to train customer service agents.

The good news is that you don't have to spend thousands of dollars on custom training videos, or resort to generic YouTube videos!

With the help of AI, you can easily create engaging and personalized customer service training videos with human presenters. All without using cameras, microphones, or editing software. Still necessary, but a little less evil. 😈

Sounds too good to be true? Keep reading to find out if it is. 😉

Or watch this short video tutorial:

How to Make a Training Video (Using AI!)

4 reasons why you should use videos for customer service training

There are many different ways to train customer service reps, but one common method is to use customer service videos. These videos can be used to teach reps the essential skills they need to provide excellent customer service.

They can also be used to reinforce these skills and help customer service reps stay up-to-date on best customer service practices.

Reason #1: Video can be interactive

Video content can be used as a tool to assess employee understanding. After watching a training video, employees can complete a quiz or test to gauge their comprehension of the material. This can help managers identify any areas that need further clarification.

Reason #2: Video makes complex ideas easy to understand

Customer service videos can be extremely effective in teaching complex ideas to employees. By breaking down the information into manageable bite-sized chunks, training videos make it easy for employees to understand information and put it into practice.

Reason #3: Video is more engaging

Unlike a lecture or a dry training manual, a video can actually hold people's attention and keep them interested in what they're watching. And when employees are more engaged, they're more likely to absorb the information being presented.

Reason #4: Videos lead by example

Videos can be an effective way to model great customer service behavior. By showing your employees how you want them to interact with customers, you can give them a concrete example to follow. This can be particularly helpful for new hires who may not have a lot of customer experience.

Problem: Customer service training videos can be expensive to produce 💸

Many companies choose to produce customer service training videos in-house. However, this can be a costly endeavor, as it requires the use of professional equipment and editing software.

Besides, it can be difficult to find employees who are both willing and able to appear on camera.

As a result, many businesses opt to outsource the production of their customer service training video. While the quality of the videos will likely be top-notch, the cost associated with that can be difficult to justify: a 2-minute video can cost around $2,000.

If only there was a better way... 🤔

Solution: Create customer service videos using AI 🤖

By using AI to generate customer service videos, businesses can save time and money while still delivering high-quality content.

One such tool we will be discussing today is Synthesia.

Synthesia is a web-based application that allows you to create your own video with a realistic AI presenter and an AI voiceover by simply typing in text.

Here's how 👇

Step #1: Create a video script

Think of the customer service training topics you want to tackle with videos. Pick one, and write a video script with highly-relevant content.

Focusing on one topic per video allows employees to fully absorb the information and put it into practice. Trying to cover too much ground in a single video can be overwhelming and lead to confusion.

We have a detailed guide on how to write a training video script you can check out.


Step #2: Choose a video template

If you're not a professional video editor or don't have time to design your own videos, video templates are a great option. There are many different types of templates available, so you can find one that fits your needs.

Synthesia has a special category dedicated to templates for training videos only.


Step #3: Paste your script and choose a voice

Now it's time to combine the first two steps by pasting in your video script slide by slide into the template in Synthesia.

The script will be converted into an AI voiceover, so you don't have to record a separate voiceover yourself.

If you have customer service teams dispersed all over the world, you can create videos for them in their native language in Synthesia. We support 120+ languages with different accents and tones.


Step #4: Edit and personalize

Whether you're making a video from scratch or using a template, this step is equally important.

Changing up the colors, logos, and fonts to fit your brand, and inserting relevant examples, images, videos, and audio helps make the video more relatable and targeted to specific customer service training topics.

Here are a few types of visuals you can add to your video in Synthesia:

  • a human-like AI presenter
  • text on screen
  • stock or own images, photos, videos
  • screen recordings
  • shapes, shadows, borders


Step #5: Generate video

Aaaand that's it!

Time to show your customer service team the finished result!

Once you have generated the video, you can download it, share it via link or embed it.


Did you know? 💡

We have integrations with over 12 LMSs/LXPs, so you can easily host your Synthesia videos on the platform of your choice.

2 examples of customer service training courses

Looking for some inspiration for your next training video?

Here are 2 examples of videos you should create to train customer service professionals. Both examples can be duplicated in Synthesia and personalized according to the exact customer service skills you want to teach.

1. Difficult customer service scenarios

Help your team practice conversations with difficult customers using this Articulate Storyline branching course.

Here's a snippet of the introduction slide:

Cloneable Customer Service Presentation Template: AI presenter included

2. Customer testimonials

Good service starts with active listening and better understanding of the customers' needs. This Articulate 360 course is designed to teach just that through the testimonials of the customers.

Here's a snippet of the introduction slide:

Example: Grocery customer testimonials

Exceptional customer service is just a video away

Synthesia is a great tool for creating customer support training videos. Our platform makes it easy to create personalized videos in minutes, without the need for expensive video production or editing software.

Plus, with our AI-powered technology, you can produce high-quality videos quickly and easily – even if you have no video experience.

Ready to see how easy it is? Head over to and create your own customer support training video today!


Frequently asked questions

What are the 4 key skills you need to provide good customer service?

To provide good customer service, there are four key skills that are essential:

  1. Communication Skills: Good communication skills are essential for effective customer service. This includes being able to actively listen to customers, understanding their needs and concerns, and responding in a clear, concise, and friendly manner.
  2. Empathy: Empathy involves putting oneself in the customer's shoes and understanding their perspective. This helps to build trust and rapport with the customer, and can help to de-escalate tense situations.
  3. Problem-Solving Skills: Customers may come to customer service with a wide range of issues and problems, so good problem-solving skills are essential. This involves being able to analyze the problem, identify potential solutions, and then work with the customer to implement the best solution.
  4. Time Management Skills: Providing good customer service often requires multitasking and managing competing priorities. Good time management skills are essential to ensure that customers are not left waiting for an unreasonable amount of time, while also ensuring that all tasks are completed efficiently and effectively.

What should customer service training include?

The full scope of a customer service training program depends highly on the individual company/business.

However, there are a few things customer service training typically includes:

  • an overview of customer service policies, procedures, and expectations
  • role-playing exercises, so employees can practice handling challenging customer interactions
  • a review of the company's complaint resolution process to ensure that employees know how to handle customer complaints in a satisfactory manner
  • customer service videos that show both good customer service and poor customer service interactions to help employees understand what works well and what to avoid