Transform your customer support strategy with our Foundations in AI for Customer Support course! In this 2-hour session, you’ll learn how AI can revolutionize customer interactions, automate support processes, and enhance feedback analysis. From AI-powered chat interfaces to AI-driven ticketing systems, we’ll cover the essential tools and techniques needed to excel in customer support. Whether you’re a technical support specialist or a CRM analyst, this course will equip you with the skills to harness AI for improved customer satisfaction and operational efficiency. Enroll now and elevate your customer support with AI.
Description: “AI for Everyone” is a concise, two-hour course designed to demystify the concepts of artificial intelligence and demonstrate its applications in everyday life. This course covers the basics of how AI works, explores real-world examples of AI in action, and introduces prompt engineering, enabling participants to understand and begin utilizing AI tools effectively. Ideal for learners of all backgrounds, this course provides the stepping stones to harness the potential of AI technology personally and professionally.
Duration (in hours): 2
Table for Course Outline:
Module Name | Duration (in min) | Module Description |
---|---|---|
Introduction to AI | 15 | Overview of AI fundamentals, including what AI is, its history, and its importance in the modern world. |
AI in Daily Life | 15 | Explore practical applications of AI in various sectors such as healthcare, finance, and entertainment. |
Understanding Data | 15 | Introduction to the role of data in AI, how it is used, and the basics of data privacy and ethics. |
AI Technologies | 15 | Brief overview of key AI technologies like machine learning, natural language processing, and robotics. |
Prompt Engineering | 30 | Detailed exploration of prompt engineering, how to craft effective prompts, and their uses in AI tools. |
Getting Started with AI | 30 | Hands-on guidance on how to use simple AI tools and platforms to benefit your daily tasks. |
Description: This course offers an overview of how AI technologies can be utilized specifically within the customer support departments. It provides insights into AI’s role in enhancing customer interaction, data management, and overall service efficiency.
Duration (in hours): 2
Table for Course Outline:
Module Name | Duration (in min) | Module Description |
---|---|---|
AI for Customer Engagement | 24 | Introduction to AI tools that enhance customer engagement. |
Data Analytics in Customer Support | 24 | How AI analyzes customer data to improve services. |
AI-driven Automation | 24 | Overview of automation technologies for customer support. |
AI Chatbots | 24 | Introduction to AI chatbots and their capabilities. |
AI for Customer Feedback | 24 | Utilizing AI to gather and analyze customer feedback. |
AI applications in Customer Support:
Job Role | Duration (in hours) | Course Name | Learning Outcome |
---|---|---|---|
Chat Support Specialist | 2 | Optimizing Chat Support with AI | Learners will understand how AI can streamline chat support operations, enhance customer interactions, and reduce response times. |
Customer Service Representative | 2 | AI Empowerment in Customer Service | Participants will learn how AI tools can assist in managing customer interactions and enhancing satisfaction effectively. |
Technical Support Specialist | 2 | Leveraging AI in Technical Support | This course will teach how AI can be used to diagnose and resolve technical issues more efficiently. |
Customer Support Manager | 2 | AI Strategies for Customer Support Management | This course aims to equip support managers with knowledge on implementing AI to enhance team efficiency and customer satisfaction. |
CRM Analyst | 2 | AI-Driven CRM Analysis | Students will learn how AI can be utilized to analyze customer data and drive CRM strategies. |
Learning Outcomes: Learners will understand how AI can streamline chat support operations, enhance customer interactions, and reduce response times.
Duration (in hours): 2
Table for Course Outline:
Module Name | Duration (in min) | Module Description | Specific AI Tools Related to the Module |
---|---|---|---|
AI-Powered Chat Interfaces | 20 | Implementing AI to automate responses and manage chats. | Dialogflow (free) |
Enhancing Chat Experience with AI | 20 | Using AI to personalize and enhance chat interactions. | Algolia (paid) |
AI-Driven Problem Resolution | 20 | Leveraging AI to categorize and prioritize customer inquiries to streamline workflows and ensure accurate routing for faster resolution. | MonkeyLearn (paid) |
Hands-on | 60 | Practical session to create a simple AI-driven chatbot. | Custom Agent Building |
AI Tools:
Learning Outcomes: Participants will learn how AI tools can assist in managing customer interactions and enhancing satisfaction effectively.
Duration (in hours): 2
Table for Course Outline:
Module Name | Duration (in min) | Module Description | Specific AI Tools Related to the Module |
---|---|---|---|
AI for Enhancing Customer Interactions | 20 | How AI improves communication and response times. | Salesforce Einstein (paid) |
Predictive Analytics in Customer Service | 20 | Utilizing AI for anticipating customer needs and issues. | IBM Watson Analytics (paid) |
AI-Enhanced Customer Journey Mapping | 20 | Using AI to track and analyze customer interactions across various channels, providing a holistic view of the customer journey to enable tailored support and proactive service. | Zendesk Sunshine (paid) |
Hands-on | 60 | Building an AI tool to automate routine customer queries. | Custom Agent Building |
AI Tools:
Salesforce Einstein: Salesforce Einstein integrates AI into the customer relationship management environment to automate responses and provide insights into customer behavior.
Applications of Artificial Intelligence Within Your Organisation – Salesforce India (Paid)
IBM Watson Analytics: IBM Watson Analytics uses predictive analytics to provide insights into customer data, helping companies make informed decisions to improve service.
Zendesk Sunshine: Zendesk Sunshine is a CRM platform built on AWS that allows businesses to create a single, unified customer profile by aggregating data from various sources. This tool leverages AI to enhance customer journey mapping by identifying patterns and trends in customer behavior across different channels, such as email, social media, and chat.
Best-in-class customer service for all (zendesk.com) (Paid, trial available)
Learning Outcomes: This course will teach how AI can be used to diagnose and resolve technical issues more efficiently.
Duration (in hours): 2
Table for Course Outline:
Module Name | Duration (in min) | Module Description | Specific AI Tools Related to the Module |
---|---|---|---|
AI-Optimized Workflow Management | 20 | Utilizing AI to manage support tickets efficiently, from prioritization to escalation, ensuring a streamlined support process and quicker resolution times. | ServiceNow’s AI for IT Operations (paid) |
Automating Issue Resolution | 20 | Implementing AI to automate the resolution of common technical issues. | Zendesk Answer Bot (free) |
AI-Driven Diagnostics | 20 | Using AI to quickly diagnose problems and suggest solutions. | LogMeIn Rescue (paid) |
Hands-on | 60 | Developing AI tools to assist in technical support. | Custom Agent Building |
AI Tools:
ServiceNow’s AI for IT Operations: ServiceNow’s AI for IT Operations integrates artificial intelligence into the workflow of IT support services to enhance the efficiency of ticket handling. It uses machine learning algorithms to analyze incoming tickets, categorize them based on urgency and topic, and automatically route them to the appropriate team or specialist.
Zendesk Answer Bot: Zendesk Answer Bot utilizes AI to automatically respond to common technical queries, freeing up human agents for more complex issues.
Best-in-class customer service for all (zendesk.com) (Paid, trial available)
LogMeIn Rescue: LogMeIn Rescue uses AI to diagnose and suggest fixes for technical issues remotely, enhancing the efficiency of technical support teams.
LogMeIn Rescue | Remote Support Software | LogMeIn Rescue (Paid, 14-day trial)
Learning Outcomes: This course aims to equip support managers with knowledge on implementing AI to enhance team efficiency and customer satisfaction.
Duration (in hours): 2
Table for Course Outline:
Module Name | Duration (in min) | Module Description | Specific AI Tools Related to the Module |
---|---|---|---|
AI in Team Management | 20 | How AI can be used to manage customer support teams more effectively. | Asana (free) |
AI-Driven Escalation Management | 20 | Utilizing AI to automatically identify and escalate complex customer issues to the appropriate senior staff or specialized teams, ensuring that critical problems are addressed promptly and effectively. | Freshdesk (paid) |
AI-Enhanced Customer Feedback Analysis | 20 | Leveraging AI to analyze and interpret customer feedback comprehensively, enabling targeted improvements and strategic decision-making. | Qualtrics XM (paid) |
Hands-on | 60 | Developing AI systems to enhance team management. | Custom Agent Building |
AI Tools:
Asana: Asana integrates AI to help managers plan, organize, and track work in one place, optimizing team workflows.
Manage your team’s work, projects, & tasks online • Asana • Asana (Free + Paid)
Personal: Free
Starter: $10.99/user/month billed annually
Advanced: $24.99/user/month billed annually
Freshdesk: Freshdesk is a customer support software that includes advanced AI capabilities for automating ticketing and escalation processes. Its AI system, Freddy AI, uses natural language processing and machine learning to analyze incoming customer queries for complexity and urgency.
Customer Support Software; Ticketing System | Freshdesk (freshworks.com) (Paid)
Qualtrics XM: Qualtrics XM is an experience management platform that uses advanced AI technologies to analyze customer feedback across various channels. It features tools like sentiment analysis, trend identification, and text analytics, which help in extracting meaningful insights from large volumes of data.
Qualtrics XM: The Leading Experience Management Software (Paid)
Learning Outcomes: Students will learn how AI can be utilized to analyze customer data and drive CRM strategies.
Duration (in hours): 4
Table for Course Outline:
Module Name | Duration (in min) | Module Description | Specific AI Tools Related to the Module |
---|---|---|---|
Enhancing CRM with AI | 20 | Implementing AI to enhance data analysis and customer relationship management. | HubSpot (free) |
Predictive Customer Modeling | 20 | Using AI for predictive modeling in customer relationship management. | SAP Analytics Cloud (paid) |
AI-Powered Customer Lifecycle Management | 20 | Utilizing AI to oversee and optimize the customer lifecycle, enhancing strategies for customer acquisition, retention, and loyalty. | Adobe Experience Platform (paid) |
Hands-on | 60 | Practical application of AI in CRM analytics. | Custom Agent Building |
AI Tools:
HubSpot: HubSpot uses AI to provide advanced analytics and automation features, improving CRM efficiency and effectiveness.
SAP Analytics Cloud: SAP Analytics Cloud applies AI for predictive modeling, helping businesses forecast customer behaviors and refine strategies.
Salesforce Einstein: Salesforce Einstein integrates AI into the customer relationship management environment to automate responses and provide insights into customer behavior.
Applications of Artificial Intelligence Within Your Organisation – Salesforce India (Paid)
Adobe Experience Platform: Adobe Experience Platform is a comprehensive data management platform that leverages AI and machine learning through Adobe Sensei, its AI and machine learning framework. It provides tools to create real-time customer profiles that update with every interaction, enabling CRM analysts to track and manage the customer journey at each lifecycle stage.
Supporting full-funnel marketing with Adobe Real-Time CDP (Paid)
Reduction in customer wait times
Increased in customer satisfaction
Ensuring accurate customer support