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Course Outline
Introduction to AI Agents in Customer Support
- Defining AI-powered customer service agents
- Key use cases and benefits of AI chatbots in customer support
- Overview of conversational AI and NLP
Building AI Chatbots for Customer Service
- Selecting the appropriate chatbot platform (e.g., Rasa, Dialogflow, GPT-based models)
- Designing effective 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
- 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
- Enhancing personalization and contextual understanding
Deploying and Monitoring AI Agents
- Hosting AI chatbots on cloud platforms
- Tracking performance and analysing data
- Maintaining security and compliance in AI-driven customer support
Optimizing AI Chatbots for Better Engagement
- Improving chatbot accuracy and response quality
- Managing user feedback and facilitating continuous improvement
- Evaluating 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
- The role of AI agents in omnichannel customer support
Summary and Next Steps
Requirements
- A solid understanding of customer service workflows
- Familiarity with fundamental AI or automation concepts
- Experience with business process automation is advantageous but not mandatory
Audience
- Customer service managers
- Chatbot developers
- Business automation teams
14 Hours
