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Course Outline
Introduction to AI Agents in Customer Support
- Defining AI-powered customer service agents
- Exploring use cases and benefits of AI chatbots in support roles
- 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
- Understanding intent recognition and entity extraction
- Training AI chatbots using NLP models
- Managing ambiguous and complex user queries
Automating Customer Service Workflows
- Implementing AI-powered ticketing and automated response systems
- Integrating AI chatbots with CRM and helpdesk platforms
- Achieving personalisation and contextual understanding
Deploying and Monitoring AI Agents
- Hosting AI chatbots on cloud platforms
- Monitoring performance and analytics
- Ensuring security and compliance in AI-driven customer support
Optimising AI Chatbots for Better Engagement
- Enhancing 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-powered sentiment analysis and emotional intelligence
- 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
