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Course Description

This course covers the practical application of artificial intelligence technologies to modernize customer service operations and elevate the customer experience. Participants will learn how to integrate conversational agents, analyze customer sentiment, and design personalized support workflows using current AI tools. Professionals gain the actionable skills needed to deploy efficient, data-driven service strategies that reduce resolution times and improve customer satisfaction.

Course Objectives

  • Identify key use cases for artificial intelligence in customer service and experience management
  • Analyze customer sentiment and feedback data using text analytics and natural language processing tools
  • Design effective conversational AI agents and chatbots to handle tier-one support inquiries
  • Integrate personalization algorithms into customer journey touchpoints to improve engagement
  • Measure the performance and ROI of AI-driven customer service implementations

Who Should Attend?

Customer service managers, support operations lead, and customer experience professionals looking to integrate AI into their operational workflows.

Course Agenda

Day 1 – Foundations of AI in Customer Service

  • Overview of AI technologies transforming modern customer service

  • Mapping the customer journey to identify high-impact AI opportunities
  • Introduction to natural language processing and sentiment analysis
  • Balancing automation with human empathy in support operations
  • Hands-on: Audit an existing customer service workflow to identify and prioritize AI integration points.

Day 2 – Conversational AI and Automation

  • Architecting effective conversational flows for chatbots and virtual assistants
  • Designing fallback mechanisms and human-in-the-loop escalation paths
  • Leveraging generative AI for automated ticket summarization and response drafting
  • Managing knowledge bases to feed accurate data into AI models
  • Hands-on: Build and test a multi-turn chatbot conversation script for a common customer support scenario.

Day 3 – Personalization, Analytics, and Implementation

  • Using predictive analytics to anticipate customer needs and churn risks
  • Implementing AI-driven personalization across digital communication channels
  • Tracking key performance indicators for AI adoption and customer satisfaction
  • Course wrap-up, Q&A, and development of an individual action plan
  • Hands-on: Create a comprehensive AI implementation roadmap and measurement dashboard for a support team.

Assessment Methodology

All courses conducted by EdTech will begin with a Pre-evaluation and end with a Post-evaluation. The instructor will evaluate the knowledge and skills of the participants according to the feedback given by participants. This will help to recognize the benefits and the level of knowledge gained by participants through the course.

Training Methodology

Facilitated by a highly qualified specialist, who has extensive knowledge and experience; this program will be conducted using extensively interactive methods, encouraging participants to share their own experiences and apply the program material to real-life work situations in order to stimulate group discussions and improve the efficiency of the subject coverage.

Percentages of the total course hour classification are:

  • ​40% Theoretical lectures, Concepts and approach
  • 20% Motivation to develop individual skill and Techniques
  • 20% Case Studies and Practical Exercises
  • 20% Topic General Discussions and interaction

Course Manual

Participants will be provided with comprehensive presentation material as reference manual. This presentation material is a compilation of core valuable information, references, presentation methods and inspiring reading which will be used as a part of the material guide.

Course Certificate

At the completion of the course, all participants who successfully accomplished the required contact hours will receive an EdTech Training Participation Certificate as a testimony to their commitment to professional development and further education.

Why Edtech ?

  • Industry Experienced; Internationally Qualified Trainers
  • Hands-on Practical Sessions & Assignments
  • Intensive Study materials
  • Flexible Schedules
  • Realistic training methodology
  • High-Quality Training in Affordable Course Fees
  • Achievement Certificate, as approved by the Ministry of Education (Abu Dhabi Center for Technical and Vocational Education Training - ACTVET), HABC, AWS, IAOSHE, SHRM, etc.