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Course Outline
Understanding Qwen Chat in Support Contexts
- Capabilities and limitations for service teams
- AI-assisted versus manual responses
- Ensuring consistency across communication channels
Prompt Crafting for Customer Support
- Structuring role-based prompts for accurate outputs
- Controlling tone, clarity, and professionalism
- Avoiding hallucinations and ambiguous answers
Using Qwen Chat to Draft Responses
- Turning customer queries into high-quality replies
- Improving response speed without compromising accuracy
- Creating multiple variations for review
Template Creation and Automation
- Designing reusable prompt templates
- Standardising common responses
- Adapting templates for different customer personas
Handling Complex or Escalated Requests
- Generating troubleshooting steps
- Drafting escalation notes and internal summaries
- Clearly communicating limitations and next actions
Follow-Up and Post-Interaction Communication
- Generating follow-up messages
- Drafting recaps for customers and internal teams
- Maintaining 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
- Review cycles and human-in-the-loop checks
- Maintaining accuracy and reducing risk
- Developing team-wide usage standards
Summary and Next Steps
Requirements
- An understanding of customer support workflows
- Experience with digital communication tools
- Familiarity with internal support processes
Audience
- Customer support agents
- Client services teams
- Helpdesk and sales support staff
14 Hours
