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Course Outline
Introduction to AI Agents in Customer Support
- Definition and role of AI-powered customer service agents
- Key use cases and advantages of AI chatbots in support
- Overview of conversational AI and NLP
Constructing AI Chatbots for Customer Service
- Selecting the appropriate chatbot platform (e.g., Rasa, Dialogflow, GPT-based models)
- Designing conversational flows and user interactions
- Connecting chatbots to existing customer support systems
Natural Language Processing (NLP) for Customer Support
- Comprehending intent recognition and entity extraction
- Training AI chatbots using NLP models
- Managing ambiguous and complex user inquiries
Automating Customer Service Workflows
- Implementing AI-driven ticketing and automated response systems
- Integrating AI chatbots with CRM and helpdesk platforms
- Implementing personalisation and contextual understanding
Deployment and Monitoring of AI Agents
- Hosting AI chatbots on cloud platforms
- Tracking performance and analysing data
- Safeguarding security and compliance in AI-driven support
Enhancing AI Chatbots for Improved Engagement
- Refining chatbot accuracy and response quality
- Processing user feedback and facilitating continuous improvement
- Evaluating customer satisfaction and chatbot success metrics
Emerging Trends in AI-Powered Customer Support
- Voice AI and multimodal interactions
- AI-driven sentiment analysis and emotional intelligence
- The role of AI agents in omnichannel customer support
Summary and Next Steps
Requirements
- Familiarity with customer service workflows
- Foundational knowledge of AI or automation concepts
- Experience with business process automation is advantageous but not mandatory
Target Audience
- Customer service managers
- Chatbot developers
- Business automation teams
14 Hours
