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Duration 14 hours
Course Outline
Understanding Qwen Chat in Support Contexts
- Assessing capabilities and limitations for service teams
- Comparing AI-assisted and manual responses
- Ensuring consistency across all communication channels
Crafting Prompts for Customer Support
- Structuring role-based prompts for accurate outputs
- Controlling tone, clarity, and professional etiquette
- Preventing hallucinations and ambiguous answers
Drafting Responses with Qwen Chat
- Transforming customer queries into high-quality replies
- Enhancing response speed while maintaining precision
- Generating multiple variations for review
Template Creation and Automation
- Designing reusable prompt templates
- Standardising common responses
- Tailoring templates for diverse customer personas
Managing Complex or Escalated Requests
- Generating step-by-step troubleshooting guides
- Drafting escalation notes and internal summaries
- Clearly communicating limitations and subsequent actions
Follow-Up and Post-Interaction Communication
- Creating effective follow-up messages
- Drafting recaps for customers and internal teams
- Sustaining a consistent customer experience
Integrating Qwen Chat into Daily Workflows
- Workflow models for service desks and client teams
- Using Qwen Chat alongside ticketing systems
- Ensuring compliance with organisational guidelines
Best Practices, Quality Control, and Governance
- Establishing review cycles and human-in-the-loop checks
- Maintaining accuracy and mitigating risk
- Developing team-wide usage standards
Summary and Next Steps
Requirements
- A solid grasp of customer support workflows
- Practical experience with digital communication tools
- Knowledge of internal support procedures
Target Audience
- Customer support agents
- Client services teams
- Helpdesk and sales support personnel
