The British Academy for Training and Development offers the Customer Service in the Age of Generative AI training course. This course is designed to model how Generative AI is redefining Customer Service Operations through response automation, customer need prediction, and personalised service delivery. Attendees are introduced to the fundamentals of AI-supported customer interaction with chatbots, voice assistants, and automated ticketing systems. Other training areas include natural language processing (NLP) for identifying and understanding customers better and to apply machine learning to help resolve the customer data issues concerning service quality. The curricula cover the AI of the future and ethical usage, data protection, and the human-AI partnership in customer support.

The course also provides instruction in building AI workflows, leveraging intelligent systems for customer experience (CX) enhancement, and appraising AI-integrated support-team processes. 

Also, attendees will gain experience with different tools such as OpenAI ChatGPT, Google's Bard, and AI alternatives to automate workflows to improve productivity while maintaining emotional quotient within human interactions. It's a recommended course for customer service administrators, team leaders, support agents, and other professionals who want to future-proof their service departments and offer fast, efficient, and intelligent support in the digital age.

Objectives:

• By the end of the course, attendees will gain:

• Familiarisation with the core principles and technologies of Generative AI, in terms of customer service.

• Acquire skills to implement AI tools or platforms to support improved customer experience (CX).

• Explore chatbots, natural language processing (NLP), and machine learning with respect to support workflows.

• To maintain the ethics and build up the trust and privacy of the customers with the AI.

• Empowered professionals to guide their customer service departments through digital transformation.

Who Should Attend?

• This course is designed for:

• Customer Service Professionals and Support Agents

• Customer Experience Managers

• Call Centre Supervisors and Team Leaders

• CRM and Support Software Users

• Business Development and Client Relations Officers

• Digital Transformation and AI Enthusiasts in Customer-Facing Roles

How Will Attendees Benefit?

• Attendees of the Customer Service in the Age of Generative AI training course will gain a wide range of practical and strategic benefits, including:

• Enhanced Digital Skills: Learn to Automate, Personalise, and Smoothen Workflows in Customer Service with Top Generative AI Tools such as ChatGPT and Bard.

• Greater efficiency: AI-driven automation of routine support activities to allow fast responses, further improving customer satisfaction.

• Enhanced customer experience (CX): AI-enabled insight of who customers are, what they want out of brands, and their personalised interaction will then deepen learning.

• Knowledge of ethical and responsible AI use: Understand data privacy legislation as well as consumer confidence issues and moral implications of AI use in service contexts.

• Hands-on practical knowledge: Realtime exposure to AI applications, live chat systems, and email automation.

• Leadership in Digital Transformation: Prepare to lead your organisation or unit through the change toward AI in customer service systems.

• Competitive Advantage: Stay ahead in the field with the newest trends and technologies in customer service innovations.

• Cross-functional skills: Learn how to properly coordinate human-AI cooperation using soft skills combined with tech-based consumer solutions.

• This course guarantees that experts are totally prepared to develop a customer support environment more and more shaped by automation and artificial intelligence.

Module 1: Introduction to Generative AI in Customer Service

• Understanding what Generative AI is and how it applies to support functions

• Benefits and challenges of adopting AI in customer interactions

• Overview of industry trends and future of AI-driven customer support

Module 2: Tools and Technologies in AI Customer Service

• Hands-on with ChatGPT, Google Bard, and other AI tools

• Use of automated response systems, AI ticketing tools, and voice bots

• Integration with CRM systems and cloud-based platforms

Module 3: Natural Language Processing and Emotional Intelligence

• How NLP helps AI understand customer queries

• Maintaining empathy and emotional tone in AI-led communication

• Improving customer satisfaction through human-AI collaboration

Module 4: Automation and Workflow Optimisation

• Designing AI-powered workflows for efficiency

• Reducing manual tasks using AI task automation

• Monitoring and measuring performance of AI tools in support teams

Module 5: Data Privacy, Ethics, and AI Responsibility

• Understanding ethical considerations in using Generative AI

• Ensuring data protection and maintaining compliance

• Balancing automation with human judgment and oversight

Module 6: Future-Ready Customer Experience Strategies

• Personalisation through AI and predictive service models

• Training staff to collaborate with AI tools effectively

• Preparing for next-generation AI innovations in customer engagement