COURSE OVERVIEW

 80% of this course is practical sessions where participants will be engaged in a series of interactive small groups, class workshops and role-plays. 

This course is designed to provide participants with a detailed and up-to-date overview of AI in Customer Service - Improving Customer Experience using AI Chatbots & Analytics. It covers the role of AI in modern customer service and how it transforms customer interactions; the AI chatbots and how it improves customer engagement; and the natural language processing (NLP) in AI chatbots, AI-powered voice assistants in customer support, and AI and omnichannel customer support. 

 

Further, the course will also discuss the machine learning chatbots and AI chatbots training using customer queries; the use of pre-trained AI models for chatbots and improving chatbot responses; the sentiment analysis in customer interactions and AI-powered recommendation engines in social media customer service; the AI in automated email classification, ticket routing, prioritization and personalized email responses; and the use of AI to reduce response time in ticketing systems. 

 

 

During this interactive course, participants will learn the AI in customer feedback analysis, predictive analytics in customer support, customer journey mapping as well as customer retention and loyalty programs; the AI for monitoring customer interactions in real-time, speech and chat analytics and customer satisfaction scoring; the robotic process automation (RPA) in customer service; the detection of fraudulent customer requests, securing customer authentication and preventing account takeovers; the AI in self-service portals, call center optimization and customer service performance management; the emerging AI trends in customer service, AI’s role in hyper-personalized customer experiences and next-generation customer service strategies; the ethical considerations in AI customer service and multilingual customer service; and the AI in enterprise customer support.