Course Outline

Introduction to AI Agents in Customer Support

  • What are AI-powered customer service agents?
  • Use cases and benefits of AI chatbots in customer support
  • Overview of conversational AI and NLP

Building AI Chatbots for Customer Service

  • Choosing the right chatbot platform (Rasa, Dialogflow, GPT-based models)
  • Designing conversational flows and user interactions
  • Integrating chatbots with customer support systems

Natural Language Processing (NLP) for Customer Support

  • Understanding intent recognition and entity extraction
  • Training AI chatbots with NLP models
  • Handling ambiguous and complex user queries

Automating Customer Service Workflows

  • AI-powered ticketing and automated response systems
  • Integrating AI chatbots with CRM and helpdesk platforms
  • Personalization and contextual understanding

Deploying and Monitoring AI Agents

  • Hosting AI chatbots on cloud platforms
  • Monitoring performance and analytics
  • Ensuring security and compliance in AI-driven customer support

Optimizing AI Chatbots for Better Engagement

  • Improving chatbot accuracy and response quality
  • Handling user feedback and continuous improvement
  • Measuring customer satisfaction and chatbot success metrics

Future Trends in AI-Powered Customer Support

  • Voice AI and multimodal interactions
  • AI-powered sentiment analysis and emotional intelligence
  • AI agents in omnichannel customer support

Summary and Next Steps

Requirements

  • An understanding of customer service workflows
  • Basic knowledge of AI or automation concepts
  • Experience with business process automation is helpful but not required

Audience

  • Customer service managers
  • Chatbot developers
  • Business automation teams
 14 Hours

Delivery Options

Private Group Training

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  • Pre-course call with your trainer
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    • Practical hands-on exercises containing data / scenarios recognisable to the learners
  • Training scheduled on a date of your choice
  • Delivered online, onsite/classroom or hybrid by experts sharing real world experience

Private Group Prices RRP from €4560 online delivery, based on a group of 2 delegates, €1440 per additional delegate (excludes any certification / exam costs). We recommend a maximum group size of 12 for most learning events.

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