Model Online / On-Site
Duration
Modules 5 modules

Course Objective & Scope

The real value of AI in customer service lies beyond answering FAQs: it comes from verifying identity, checking order status, enforcing return or billing policies and handing over to a human representative with complete context when needed. This comprehensive programme covers both customer-facing autonomous agents and real-time Agent Assist systems for human reps end to end.

Participants build a customer service agent prototype combining a knowledge base, CRM/ERP tool calls, policy guardrails and escalation rules, and produce a quality, containment/FCR and latency measurement plan.

Who Should Attend?

  • Customer experience (CX), contact centre and customer operations leaders
  • AI, software and integration teams building customer communication platforms
  • Digital channel product managers and business analysts
  • Prerequisite: familiarity with customer service workflows; API basics for technical tracks

Key Takeaways

  • Distinguish clearly between customer-facing AI agents and human-facing Agent Assist scenarios
  • Combine knowledge retrieval (RAG) with transactional CRM/order APIs in safe workflows
  • Enforce refund, discount and cancellation policies with deterministic checks
  • Design live-agent escalation paths triggered by sentiment, uncertainty or high risk
  • Measure First Contact Resolution (FCR), handoff quality, hallucination rate and CSAT impact

Curriculum

AI Architecture in Modern Customer Service
  • Customer-facing autonomous agents versus Agent Assist / Copilot for reps
  • Omnichannel integration across web chat, WhatsApp, email and voice
Knowledge Base Readiness and Grounded Answers
  • Structuring help-centre articles and SOPs for reliable RAG
  • Live promo/pricing lookups and citation-backed responses
Transactional Agents: Identity, CRM and Order Tools
  • Querying customer profiles and orders after OTP/identity verification
  • Enforcing policy limits on refunds, bookings and ticket creation
Agent Assist: Real-Time Support for Human Reps
  • Live knowledge cards and next-best-response suggestions during calls/chats
  • Automated post-call summarisation, disposition tagging and Auto-QA
Safety, Escalation and Performance Management
  • Blocking prompt injection, unauthorised promises/refunds and masking PII under KVKK
  • Containment, FCR, AHT, CSAT metrics and phased rollout planning

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