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Duration 14 hours (2 days)
Course Outline
Introduction to AI Agents in Customer Support
- Defining AI-powered customer service agents
- Applications and advantages of AI chatbots in support roles
- Overview of conversational AI and NLP
Developing AI Chatbots for Customer Service
- Selecting appropriate chatbot platforms (Rasa, Dialogflow, GPT-based models)
- Structuring conversational flows and user interactions
- Connecting chatbots to existing customer support systems
Applying NLP to Customer Support
- Recognizing intent and extracting entities
- Training chatbots using NLP models
- Addressing ambiguous and complex user requests
Streamlining Customer Service Processes
- AI-driven ticketing and automated response mechanisms
- Integrating chatbots with CRM and helpdesk tools
- Achieving personalization and contextual awareness
Rolling Out and Monitoring AI Agents
- Hosting chatbots on cloud infrastructure
- Tracking performance and analyzing data
- Maintaining security and compliance in AI-based support
Refining Chatbots for Enhanced Engagement
- Boosting chatbot accuracy and response quality
- Processing user feedback for ongoing optimization
- Evaluating customer satisfaction and chatbot KPIs
Emerging Trends in AI-Driven Customer Support
- Voice AI and multimodal interactions
- AI-based sentiment analysis and emotional intelligence
- AI agents in omnichannel support strategies
Recap and Future Steps
Requirements
- Familiarity with customer service workflows
- Fundamental understanding of AI or automation principles
- Background in business process automation is advantageous but not mandatory
Target Audience
- Customer service managers
- Chatbot developers
- Business automation teams
