The British Academy for Training and Development offers GenAI for Customer Service Representatives training course. GenAI can transform customer service by increasing response times, personalising conversations, and quickly analysing a large amount of feedback. You will learn about GenAI fundamentals, applications in real life, and ethical considerations for responsible use of these technologies. This course is designed for customer service representatives eager to employ GenAI technologies in their work. In addition, it applies to customer service managers investigating GenAI integration into their business strategies, as well as IT specialists or customer service personnel interested in the technology interface of GenAI for smooth development and implementation. Attendees will ideally have some understanding of customer service tools and processes. While deeper technical expertise is not expected, curiosity about and a willingness to learn newer technologies should provide an advantage. We welcome attendees who are inclined toward including GenAI tools in their customer service workflows. This course will help you to understand Generative AI (GenAI) in customer service, covering GenAI capabilities and limitations and the latest developments. You will learn how to design GenAI to improve workflows, assess instances of real-world applications, and play around with tools. Furthermore, you will look into risks, ethics, and responsible implementation consideration -for heavy reflections on how GenAI can add value to service quality and productivity.

Objective:

• The GenAI for Customers Service Representatives Training Course aims to equip representatives with skills to effectively deploy Generative AI tools in customer service workflows.

• Work on improving response times with less manual input while amplifying customer satisfaction by teaching their application for ticket processing, live chat analysis, sentiment analysis, and generating personal responses.

Who Should Attend?

This course is ideal for:

• Customer service representatives and team leads

• Contact centre agents and supervisors

• Support staff working in B2B or B2C environments

• CRM system users and helpdesk operators

• Professionals seeking to automate and improve customer interactions using AI tools

• Organisations aiming to train their customer support staff in AI-driven methods

How will attendees benefit?

In this course attendees will gain many benefits:

• Master AI Tools to Improve Support Productivity: By practical excursions through GenAI top players such as custom GPTs, Google Gemini, and Anthropic's Claude for email, chat response, and documentation automation.

• Quick Responses Made More Accurate: Discover how to bring down response times and human errors by producing replies through AI assisted human ticket routing.

• Enhance The Individualism Of Customer Interactions: Learn how to personalise responses in line with the customer's tone and behavior using natural language processing and sentiment analysis.

• Boost Output, Constrict Work Pressure: Let machines handle the repetitive and tedious asking, answering, entering data, and tagging tickets; it frees employees' time for better use.

• Boost Customer Satisfaction and Raise Customer Loyalty: Concerns are found by AI insights earlier and proactively addressed with an empathetic service delivery.

• Ready for Future Skills: Get hands on job relevant skills on AI-driven customer service future scenarios in readiness.

• Build Ethical Practicing in AI: Understand data privacy issues, ethical AI practices, and how bias treatments need to be dealt within a customer service environment.

• Strengthen a Customer Support Leader: Discover how to deploy GenAI in your support team and become the change leader within your organisation.

Module 1: Introduction to Generative AI in Customer Service

• Overview of Generative AI

• Role of GenAI in modern support systems

• Benefits and limitations of AI-powered customer interactions

Module 2: Automating Customer Service Workflows

• AI chatbots and auto-responders

• Email automation and ticket classification using AI

• Streamlining FAQs and self-service tools

Module 3: Personalisation with AI

• Using AI to tailor responses to individual customers

• Natural Language Processing (NLP) for understanding queries

• Custom GPT models to reflect brand tone

Module 4: Sentiment Analysis and Customer Insights

• Real-time emotional tone detection using GenAI

• Adapting responses based on customer sentiment

• Case studies on improved customer satisfaction

Module 5: Hands-On Tools and Platforms

• Google’s Gemini for email and documentation support

• Anthropic’s Claude for visual AI integration

• OpenAI tools for building custom support bots

Module 6: Data Privacy, Ethics, and Limitations

• Responsible AI use in customer service

• Understanding data protection and compliance

• Addressing biases in AI-generated responses

Module 7: Implementing GenAI in Your Support Team

• Building an AI-enhanced support strategy

• Training teams and integrating AI into existing systems

• KPIs to track AI effectiveness in customer support