Course Overview

Course Outline

Module 1: Introduction to AI in Customer Support

• Role of AI and automation in service transformation

• Overview of chatbots, NLP, and conversational AI

• Case Study: AI-driven customer service in banking & retail

Module 2: Chatbot Design Principles

• Mapping customer journeys to chatbot flows

• Tone, language, and empathy in AI-driven communication

• Practical Exercise: Designing a chatbot conversation map

Module 3: Platforms & Tools for Chatbots

• Overview of Intercom, Drift, Zendesk, Freshdesk, HubSpot, Microsoft Power Virtual Agents

• Low-code vs. no-code chatbot builders

• Hands-on Demo: Setting up a chatbot with Intercom

Module 4: Live Chat & AI Integration

• Blending human and AI responses in customer service

• Handoffs from chatbot to human agent

• Exercise: Designing an escalation flow between bot and agent

Module 5: CRM & Systems Integration

• Connecting chatbots to CRM platforms (Salesforce, HubSpot, Zoho)

• Integrating chatbots with ticketing systems and knowledge bases

• Simulation: Linking chatbot responses with customer history

Module 6: Advanced AI Features – NLP & Machine Learning

• Training chatbots with NLP (Dialogflow, LUIS, Rasa)

• Intent recognition, entities, and context handling

• Hands-on Lab: Training an AI bot for FAQs

Module 7: Automation, Workflows & Productivity Tools

• Automating repetitive queries and workflows

• Using bots for lead capture, onboarding, and complaints

• Exercise: Building a workflow for complaint resolution

Module 8: Analytics & Performance Monitoring

• Key chatbot KPIs: containment rate, resolution time, customer satisfaction

• Using Power BI & GA4 to track and visualize chatbot data

• Workshop: Building a chatbot performance dashboard

Module 9: AI Ethics, Compliance & Risk Management

• Addressing customer trust, transparency, and bias in AI

• GDPR, data privacy, and chatbot compliance

• Case Study: Ethical risks in AI customer service

Module 10: Capstone Project & Future of AI in Service

• Designing a chatbot strategy for an organization

• Incorporating predictive analytics and personalization

• Final Project: Build a prototype chatbot with integrated reporting