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Course Outline
Introduction to AI Agents in Customer Support
- Defining AI-powered customer service agents
- Key use cases and advantages of AI chatbots in support
- Overview of conversational AI and NLP
Developing AI Chatbots for Customer Service
- Selecting the appropriate chatbot platform (Rasa, Dialogflow, GPT-based models)
- Designing conversational flows and user interactions
- Integrating chatbots with existing customer support systems
Applying NLP to Customer Support
- Concepts of intent recognition and entity extraction
- Training AI chatbots using NLP models
- Managing ambiguous and complex user queries
Automating Customer Service Workflows
- AI-driven ticketing and automated response mechanisms
- Connecting AI chatbots with CRM and helpdesk platforms
- Implementing personalization and contextual understanding
Deployment and Monitoring of AI Agents
- Hosting AI chatbots on cloud infrastructure
- Tracking performance and analyzing data
- Maintaining security and compliance in AI-driven support
Optimizing AI Chatbots for Engagement
- Enhancing chatbot accuracy and response quality
- Processing user feedback for continuous improvement
- Evaluating customer satisfaction and chatbot performance metrics
Emerging Trends in AI-Powered Support
- Voice AI and multimodal interaction capabilities
- AI-based sentiment analysis and emotional intelligence
- The role of AI agents in omnichannel support strategies
Summary and Next Steps
Requirements
- Familiarity with customer service workflows
- Foundational knowledge of AI or automation concepts
- Experience with business process automation is advantageous but not mandatory
Target Audience
- Customer service managers
- Chatbot developers
- Business automation teams
14 Hours
