Course Objective & Scope
Customer service and CX teams handle thousands of call summaries, support tickets, NPS/CSAT comments and social messages every day. This programme embeds generative AI across customer touchpoints: root-cause and sentiment analysis from open-ended feedback, agent-assist reply drafting, knowledge-base article generation and tuning self-service bot content.
Participants work on anonymised complaint and ticket records from their organisation. They leave with an on-brand response prompt library, human-escalation criteria for sensitive cases and a KVKK-compliant data-masking checklist.
Who Should Attend?
- Customer experience (CX) and customer relations managers
- Contact centre and customer support operations leads
- Quality monitoring, complaint management and knowledge-base specialists
- Prerequisite: no technical background needed; familiarity with support and CRM workflows is enough
Key Takeaways
- Classify key themes and root causes from NPS, CSAT and complaint verbatims
- Design accurate, empathetic and on-brand response templates for agents
- Turn recurring questions into up-to-date knowledge-base and help-centre articles
- Define guardrails and escalation rules for sensitive cases such as refunds and outages
- Apply KVKK and privacy rules when handling customer data in LLM tools
Curriculum
Voice of the Customer and Feedback Analysis
- Extracting themes and root causes from NPS, CSAT and complaint verbatims
- Sentiment and urgency classification
- Preparing weekly customer insight digests for leadership
Agent Assist and Response Drafting
- Summarising long ticket threads in seconds
- Prompts for tone, empathy and resolution-focused replies
- Communication frameworks for difficult customers and incidents
Knowledge Base and Self-Service Content
- Generating help articles and FAQs from resolved tickets
- Detecting outdated or conflicting knowledge-base entries
- Refining dialogues for chatbots and voice flows
Quality Evaluation and Process Improvement
- Evaluating call and chat quality against structured rubrics
- Opportunities to improve FCR and average handle time (AHT)
- Mapping friction points across the customer journey
Customer Data Privacy and Human Oversight
- PII masking and KVKK boundaries
- Approval gates against false promises and hallucinations
- Shared team playbook and verification checklist
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