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Duration 14 hours (2 days)
Course Outline
Foundations of AI Agents in Customer Support
- Defining AI-powered customer service agents.
- Exploring use cases and advantages of AI chatbots in support roles.
- An overview of conversational AI and NLP.
Constructing AI Chatbots for Customer Service
- Selecting appropriate chatbot platforms (such as Rasa, Dialogflow, or GPT-based models).
- Designing effective conversational flows and user interactions.
- Integrating chatbots with existing customer support systems.
Applying Natural Language Processing (NLP) to Customer Support
- Comprehending intent recognition and entity extraction.
- Training AI chatbots using NLP models.
- Managing ambiguous and complex user queries.
Streamlining Customer Service Workflows
- Implementing AI-driven ticketing and automated response systems.
- Connecting AI chatbots with CRM and helpdesk platforms.
- Enhancing personalization and contextual understanding.
Deploying and Monitoring AI Agents
- Hosting AI chatbots on cloud platforms.
- Tracking performance metrics and analytics.
- Maintaining security and compliance in AI-driven support environments.
Enhancing AI Chatbot Engagement
- Boosting chatbot accuracy and response quality.
- Incorporating user feedback for continuous improvement.
- Evaluating customer satisfaction and chatbot success indicators.
Emerging Trends in AI-Powered Customer Support
- Advancements in Voice AI and multimodal interactions.
- Utilizing AI for sentiment analysis and emotional intelligence.
- The role of AI agents in omnichannel customer support.
Summary and Future Directions
Requirements
- Familiarity with customer service workflows.
- Foundational knowledge of AI or automation concepts.
- Experience with business process automation is beneficial but not mandatory.
Target Audience
- Customer service managers.
- Chatbot developers.
- Business automation teams.
