AI+ Customer Service™ Course & Examination
Instructor-led
AI+ Customer Service program is designed for customer success managers and sales professionals. In this program, candidates will gain the knowledge and insights needed to transform customer experiences by harnessing the power of AI for good. The candidates will explore ethical AI implementation, data collection techniques, and the fundamentals of successful AI integration. The program will help in developing cuttingedge solutions and strategies to optimize interactions, preparing you for the future of AI in customer service.
Purchase our self-paced online course, or Request a Quote for your team.
Course Overview
The AI+ Customer Service certification is designed for professionals aiming to revolutionize customer experiences through Artificial Intelligence (AI). Begin with an introduction to AI's role in customer service and delve into understanding various AI technologies. Learn effective data collection and analysis techniques crucial for AI implementation. Explore strategies for implementing AI solutions and optimizing customer experiences. Ethical considerations and building trust are emphasized to ensure responsible AI deployment. Dive into the future landscape of AI in customer service, preparing for upcoming advancements. Conclude by crafting a comprehensive AI strategy tailored to your organization's needs.
Throughout the course, emphasis is placed on practical application, ensuring participants are equipped with the skills to navigate the evolving customer service landscape seamlessly. Gain a competitive edge by mastering AI-driven strategies, fostering customer satisfaction, and propelling organizational growth.
Why AI+ Customer Service
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Master AI-Driven Customer Support: Learn how to integrate AI-powered chatbots, voice assistants, and automated ticketing for enhanced service.
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Improve Customer Satisfaction with AI: Use AI analytics to personalize interactions and resolve queries efficiently.
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Stay Ahead in AI-Powered Customer Experience: AI-driven customer service is transforming businesses, and companies seek professionals skilled in AI adoption.
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Expand Your Career in AI Customer Service: High demand for AI-powered customer service professionals across e-commerce, SaaS, banking, and telecom sectors.
Course Modules
Module 1: Introduction to Artificial Intelligence (AI) in Customer Service
- 1.1 Overview of AI
- 1.2 Relevance of AI in Customer Service
Module 2: Understanding AI Technologies
- 2.1 Overview of Machine Learning
- 2.2 Natural Language Processing (NLP)
- 2.3 Deep Learning and Neural Networks
- 2.4 AI-Driven Analytics
Module 3: Data Collection and Analysis
- 3.1 Gathering Customer Data
- 3.2 Data Quality and Integrity
- 3.3 Analyzing Data for Insights
- 3.4 Applying Insights to Enhance Customer Service
Module 4: Implementing AI Solutions
- 4.1 AI Solutions for Customer Service
- 4.2 Integration into Customer Service Systems
- 4.3 Training and Change Management
- 4.4 Measuring the Impact of AI on Customer Service
Module 5: Optimizing Customer Experiences
- 5.1 Using AI to Create Personalized Customer Interactions
- 5.2 Increasing Service Efficiency with AI
- 5.3 Case Studies: Successful AI Implementations in Customer Service
Module 6: Ethical Considerations and Trust
- 6.1 Ethical AI Use in Customer Service
- 6.2 Building Trust through Transparency
- 6.3 Compliance with Data Privacy Regulations
Module 7: Future of AI in Customer Service
- 7.1 Emerging Trends and Advancements in AI Technologies
- 7.2 Innovative Use Cases for AI in Customer Service
- 7.3 Preparing for AI Evolution in Customer Service
- 7.4 Ethical and Societal Considerations
Module 8: Creating an AI Strategy for your organisation
- 8.1 Developing Strategic Plan for AI Implementation and Evolution
- 8.2 Cultivating an AI-Driven Culture
- 8.3 Overcoming Challenges and Measuring Success
Optional Module: AI Agents for Marketing
- What are AI Agents
- Types of AI Agents
- Applications and Trends of AI Agents in Customer Service
Learning Outcomes
Upon successful completion of the AI+ Customer Service certification, participants emerge equipped to revolutionize customer experiences through AI-driven solutions. Mastery of
AI introduction, understanding technologies, data collection, and implementation ensure adeptness in optimizing customer interactions. Ethical considerations and strategic planning guarantee trust-building initiatives and futureproofing strategies. With a profound comprehension of the future trajectory of AI in customer service, participants are
primed to create tailored AI strategies, positioning their organizations for unparalleled success in the digital age.
AI Tools
You will master the following AI tools in our AI+ Customer Service course
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Who Should Attend
- Customer Service Executives: Enhance your skills by integrating AI to optimize customer interactions and service delivery.
- Technology Leaders: Leverage AI solutions to transform customer service strategies and improve operational efficiency.
- Customer Experience Professionals: Apply AI-driven insights to create personalized, seamless customer journeys.
- Students & Fresh Graduates: Develop future-proof skills in AI-driven customer service to stay ahead in the evolving job market.
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Business Analysts: Integrate AI tools to analyze customer data and optimize service delivery strategies.
Delivery options
AI+ Customer Service is available as a self-paced online course or instructor-led.
Instructor-led: Held over 1 day, it is an intensive day of training which includes live demos and real-time Q&A and peer collaboration. This course can be delivered onsite at your premises or in our virtual classroom. Request a quote for your team
Self-Paced online: 6-hours of on-demand video lessons, e-book and podcasts. Access to your own online learning portal for 12-months to work through and certify. Learn anywhere, anytime, with modular quizzes to track progress.
Pre-requisites
- Candidates should possess a basic understanding of business operations and the role of customer service in organizational success.
- Basic familiarity with digital tools, software, and the underlying concepts of AI is expected.
- An insight into strategic decision-making processes within organizations, especially related to technology adoption and customer service improvements.
- Genuine curiosity and openness to explore how AI can be applied to transform customer service practices and create value for businesses.
Exam & Certification
This course prepares participants for the examination leading to AI+ Marketing certification. The exam is held online via a proctored exam platform.
- Duration: 90 minutes
- Questions: 50 multiple-choice/multiple-response
- Passing mark: 70% (35 questions correct out of 50 questions)
- Delivery: completed online via your AI Certs learning portal
- A digital certification will be provided upon passing
Exam Blueprint:
- Introduction to Artificial Intelligence (AI) in Customer Service - 12%
- Understanding AI Technologies - 12%
- Data Collection and Analysis - 12%
- Implementing AI Solutions - 20%
- Optimizing Customer Experiences - 12%
- Ethical Considerations and Trust - 12%
- Future of AI in Customer Service - 12%
- Creating an AI Strategy for Your Organization - 8%
Course Materials & Inclusions
One-year subscription to the AI+ course materials, these are regularly updated to ensure the latest developments are included in your courseware. This includes:
- High-Quality Videos, E-book (PDF & Audio), and Podcasts
- AI Mentor for Personalised Guidance
- Quizzes, Assessments, and Course Resources
- Comprehensive Exam Study Guide
- Official AI+ Certification Online Proctored Exam
- One Free Exam Retake
You will receive a digital certification upon passing the online examination.
Recent customers
An amazing instructor who explained the content very clearly and at a very good pace. This was a good balance and approach. I found the worked examples very practical and very relatable to the Defence industry sector I work in.
Really good facilitation, kept me interested and shared so many practical applications.
Gave me a better understanding of concepts, theories and tools to formalise and improve my current relationship management.
The instructor was very professional and was able to explain each area thoroughly and is available for Q&A.
Learnt a lot that we can implement or improve on in our organisation. The presenter was clear, precise and could relate difficult concepts into language and scenarios we could relate to. Everyone came away from the course feeling that had learnt something valuable.
Catholic Education, Brisbane
The examples provided by the instructor as we were covering of material, made everything make sense. This helped during the exam. Pat was fantastic and engaging. Kept everyone on their toes and ensured he took the time to explain anything we were not clear on.
BAI Communications
The instructor was great and very interactive. He made sure we understood the material and gave ample opportunity for us to ask questions. He provided great examples which tied everything in.
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