AI-Powered Customer Experience & Chatbots
Overview
Customers expect fast, personal and consistent service on every channel. This course shows how AI-powered chatbots, virtual agents and analytics can improve the customer experience, how to design them well, and how to keep human service available where it matters most.
Who should attend
Customer service and experience managers, contact centre leaders, digital channel owners, and service designers.
Training methodology
Interactive presentations, live demonstrations of AI tools, hands-on exercises using participants' own work examples, case studies, group discussion, and a personal action plan.
Objectives
By the end of this course, participants will be able to:
- Map customer journeys and AI touchpoints
- Design effective chatbot and virtual agent experiences
- Support service staff with AI assistance
- Analyse customer feedback and sentiment
- Measure and improve AI-supported service
Course outline
Day 1AI and Customer Experience
- Customer expectations today
- AI across service channels
- Where humans matter most
- Journey mapping
- Omnichannel service
- Service standards
Day 2Designing Chatbots
- Use cases and scope
- Conversation design
- Arabic language considerations
- Design workshop
- Handover to human agents
- Testing conversations
Day 3AI-Assisted Agents
- Knowledge assistants
- Suggested replies and summaries
- Quality assurance
- Demonstration
- Agent training
- Workload forecasting
Day 4Voice of the Customer
- Sentiment and topic analysis
- Predicting churn and complaints
- Closing the loop
- Case study
- Complaint root causes
- Personalisation
Day 5Measuring Success
- CX and service metrics
- Containment versus satisfaction
- Continuous improvement
- Implementation plan
- Privacy and consent
- Vendor options
