The British Academy for Training and Development offers the Generative AI for Customer Support Specialisation training course. This extensive course will expose attendees to essential aspects that include the basics of generative AI, NLP, and using LLMs such as GTP to automate support processes. Attendees will learn to design and implement AI-based chatbots and virtual assistants, apply prompt engineering to prompt better AI responses, and use sentiment analysis to improve customer engagement. 

The course will also address the automation of ticketing systems, AI-based escalation management, and intelligent translation tools to provide multilingual support. Special emphasis is given to AI ethics, data privacy requirements, and responsible handling of customer information. In addition, they will look into ways to build generative AI into CRM platforms for better customer interaction and support consistency. Targeting customer service professionals, CRM managers, and technical support teams, this course enables improved service efficiency, reduced response time, and enhanced customer satisfaction using the cutting-edge AI-based support tools.

Objective:

By the end of the course attendees will be able to:

• Develop attendees' understanding concerning generative AI and its use cases for customer service.

• Enabling professionals to automate support tasks and personalise engagements with the help of AI-powered tools.

• Training for the ethical and secure use of AI-enabled support systems.

• Giving real practice exposure for prompt engineering, chatbot designing, and CRM-AI integration.

Who Should Attend?

This course is ideal for:

• Customer Support Representatives and Contact Centre Agents

• CRM Managers and Customer Service Supervisors

• IT Specialists working on support automation or CRM systems

• Business Managers Seeking Enhancement of Customer Experience via AI

• Technical Leads involved in Digital Transformation or AI Deployment

How will attendances benefit?

In this course, attendees will gain many benefits:

• Hands-on skills using generative AI tools for automating and enhancing customer support operations.

• Build and run AI-powered chatbots and virtual assistants for routine inquiry handling.

• Mastering prompt engineering to improve the quality and accuracy of generated responses by AI.

• Using sentiment analysis for personalising customer interaction according to their tone and emotional context.

• Automate mechanisms for ticketing, classification, and escalation to reduce response times while simultaneously boosting efficiency.

• Ensure multilingualism with proper AI translation and language detection tools.

• Understand the ethical AI principles involved in data privacy and compliance.

• Learn techniques to implement AI solutions into CRM systems to facilitate customer interaction.

• Increase customer satisfaction, team productivity, and service consistency by integrating AI.

• Ensure competitive advantage by leveraging contemporary advancements in AI-enabled customer service technologies.

Introduction to Generative AI in Customer Support

• Overview of generative AI, large language models (LLMs), and their role in support environments

• Benefits of using AI in enhancing customer experience and response efficiency

Natural Language Processing (NLP) and Transformer Models

• Basics of NLP and transformer-based AI (e.g., GPT models)

• How language models understand and respond to customer queries

AI-Powered Chatbots and Virtual Assistants

• Building and deploying intelligent chatbots

• Designing conversation flows and integrating chatbots into existing systems

Prompt Engineering for Customer Service

• Crafting effective prompts for accurate AI responses

• Techniques to optimise AI outputs in real-time interactions

Sentiment Analysis and Personalised Support

• Using AI to detect customer tone and emotions

• Adapting support strategies based on sentiment data

Automating Ticketing, Classification, and Escalation

• AI tools for automatic ticket creation and prioritisation

• Streamlining escalations with smart routing and AI decision support

Multilingual AI Support and Global Communication

• Applying AI for real-time language translation

• Enhancing global reach with multilingual response capabilities

AI Ethics, Data Privacy, and Regulatory Compliance

• Understanding responsible AI use and ethical concerns

• Ensuring compliance with data protection laws (e.g., GDPR)

Integrating Generative AI into CRM Platforms

• Aligning AI-generated data with CRM workflows

Case studies on improving CRM performance through AI integration