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Duration 14 hours
Course Outline
Foundations of AI Agents in Customer Support
- Defining AI-powered customer service agents
- Applications and advantages of AI chatbots in support operations
- Overview of conversational AI and NLP technologies
Developing AI Chatbots for Service Delivery
- Selecting appropriate chatbot platforms (Rasa, Dialogflow, GPT-based models)
- Crafting conversational flows and user engagement patterns
- Connecting chatbots to existing customer support infrastructures
Applying NLP to Customer Support
- Exploring intent recognition and entity extraction
- Training AI chatbots using NLP algorithms
- Managing ambiguous and complex user requests
Streamlining Customer Service Workflows with AI
- Automated ticketing and response generation systems
- Linking AI chatbots with CRM and helpdesk tools
- Achieving personalization through contextual awareness
Deployment and Oversight of AI Agents
- Hosting AI chatbots on cloud infrastructure
- Tracking performance and analyzing data
- Maintaining security and compliance in AI-based support
Refining AI Chatbots for Enhanced Engagement
- Boosting chatbot precision and response reliability
- Processing user feedback for iterative improvement
- Evaluating customer satisfaction and chatbot performance indicators
Emerging Trends in AI-Driven Customer Support
- Voice AI and multimodal interaction capabilities
- AI-led sentiment analysis and emotional intelligence
- The role of AI agents in omnichannel support strategies
Wrap-up and Path Forward
Requirements
- Familiarity with customer service workflows
- Fundamental knowledge of AI or automation principles
- Background in business process automation is beneficial but not mandatory
Target Audience
- Customer service managers
- Chatbot developers
- Business automation teams
