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Course Outline
Introduction to AI Agents in Customer Support
- Defining AI-powered customer service agents.
- Key use cases and advantages of AI chatbots in support.
- An overview of conversational AI and NLP.
Building AI Chatbots for Customer Service
- Selecting the appropriate chatbot platform (Rasa, Dialogflow, GPT-based models).
- Designing conversational flows and user interactions.
- Integrating chatbots with existing customer support systems.
Natural Language Processing (NLP) for Customer Support
- Comprehending intent recognition and entity extraction.
- Training AI chatbots using NLP models.
- Addressing ambiguous and complex user queries.
Automating Customer Service Workflows
- AI-driven ticketing and automated response systems.
- Connecting AI chatbots to CRM and helpdesk platforms.
- Implementing personalisation and contextual understanding.
Deploying and Monitoring AI Agents
- Hosting AI chatbots on cloud platforms.
- Tracking performance and analysing data.
- Safeguarding security and compliance in AI-driven support.
Optimising AI Chatbots for Enhanced Engagement
- Improving chatbot accuracy and response quality.
- Managing user feedback for continuous improvement.
- Measuring customer satisfaction and chatbot success metrics.
Future 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
