Training: AI in Customer Service
Level
BeginnerDuration
8h / 1 daysDate
Individually arrangedPrice
Individually arrangedTraining: AI for Testers
Customer service in the era of artificial intelligence is entering an entirely new dimension. Our training “AI in Customer Service” is a practical workshop that introduces tools and strategies enabling faster responses to customer needs, improved quality of interactions, and personalized experiences at a scale that was previously impossible. Imagine a support team that, thanks to AI, replies in seconds, predicts customer issues before they arise, and builds relationships based on personalization. This is not a vision of the future — this is the standard you can implement today.
What AI can do in customer service
- Provide 24/7 automated responses to customer inquiries
- Predict customer needs and recommend solutions
- Analyze massive volumes of conversation and ticket data
- Support agents with real-time suggestions and insights
- Build intelligent knowledge bases that accelerate answers
What will you learn?
- Understand the capabilities of AI in customer service — explore tools, language models, and assistants that support consultants and managers
- Create effective prompts — from basics to advanced techniques minimizing hallucinations and errors
- Build and manage intelligent knowledge bases for faster answers
- Automate reporting and case analysis with AI — enabling better, data-driven decision-making
- Practice voice-based conversations with AI — improving communication and handling difficult customer scenarios
- Design AI agents in no-code environments — from simple bots to advanced service workflows
- Analyze case studies and ready-to-use AI tools used by leading companies
- Implement AI responsibly — considering technological, legal, and ethical challenges
Who is this training for?
Customer service specialists and managers-
Professionals implementing chatbots and voicebots
-
Contact center consultants looking to expand their skillset
-
Team leaders in customer service or customer success
-
Anyone seeking to implement AI technologies in customer interactions
Training Program
Module I: Introduction to AI in Customer Service
- Where AI helps with customer service and how to control its responses
- How language models work: probability, randomness, and hallucinations
- Prompt guidelines: role, context, format, examples
- Workshop: Configuring tools
Module II: Knowledge Base and Customer Responses
- How AI answers customer questions using company documents and where it gets its answers from
- Workshop: Responding to inquiries based on the knowledge base, citing sources
- Workshop: Techniques for Minimizing Hallucinations in Customer Responses
- Workshop: Analyzing Ticket History and Updating the Knowledge Base
Module III: Communication and Reporting
- Workshop: Responding to a Customer in a Difficult Situation, Such as a Complaint
- Workshop: Ticket History Report: Topics and Recurring Issues (without Power BI)
- Demo: An assistant suggesting responses to a consultant
Module IV: Assistants, Agents, and Voice Support
- How an assistant differs from an AI agent
- Demo: A working agent handling support tickets
- Demo: Voice conversation with AI and insights for a voicebot
Module V: Law and Ethics in Customer Service
- GDPR, informing customers about conversations with AI, voice consent
- Workshop: The “red line”—what not to feed to AI
- Q&A session and summary
