One of the most important things that you can do in the training process is to get buy-in from your customer service team. They need to understand that customer service software — and especially its ability to provide self-service options to customers using automation and AI — is a tool to help make their jobs easier, rather than a replacement.
In terms of actually teaching agents how to use the software, your vendor should have a customer success team that can help. Either way, involving agents in the demo and trial process can be helpful, as it gives them time to use the new software while there’s a safety net in place.