Enhancing the Quality of Customer Support Services with AI

Support technicians, support agents, customer service officers, back-office personnel

Participants must bring their laptop.
Participants must have a ChatGPT Plus, GitHub Copilot, Microsoft Copilot (Android or iOS), Google Gemini, or open-source model account. The use of the free version could be limiting for some practical exercises.

This training is part of the AI Generative Toolbox - ChatGPT & Co. programme. This hands-on programme aims to increase the productivity of key business services (administrative support, legal, IT, marketing, finance, HR, project management, and customer support). It has been designed by passionate experts specialising in various fields, united by their expertise in Generative AI. The pool of trainers encompasses a wide range of skills, each bringing a unique perspective to maximise the impact of AI in your business.
The pedagogical scheme has been designed to provide participatory training during which participants practice and apply to their business cases.

At the end of the training, the participant will be able to:

• Understand the impacts of AI on support service professions
• Utilise AI tools as levers to accelerate and improve the quality of customer request processing

PART 1 - Theoretical Refresh and “Use Cases”

• Introduction to AI: Understanding origins, opportunities, and risks
• How AI can revolutionise the functions of support agents
• Uses of AI: Task optimisation, process automation, personal assistant, becoming an augmented employee
• Generative artificial intelligence tools and how to use them in support service professions

PART 2 - Implementation of AI in Work and “Case Studies”

• Discovery of tools, the art of the prompt, and revolutionary case studies
  • Automated responses to common queries
  • Assistance in problem resolution
  • Automatic ticket sorting and classification
  • Sentiment analysis
  • Suggestions for contextual responses
  • Automation of follow-up processes
  • Virtual training of agents
  • Personalisation of interactions
• Interactive discussions and briefings on individual exercises (in compliance with GDPR).
  • Building a customised GPT based on company information
  • Analysis of customer feedback (overall sentiment, translation, etc.)
  • Preparation of more personalised email responses
  • Training and onboarding new team members in support
  • Assistant for support, faster internal document search
  • AI for internal use vs. external use

PART 3 – Reinforcement and Deepening of Knowledge

• Presentation of completed work
• Exercise debriefing
• Q&A session

At the end of the training, participants will receive a certificate of participation issued by the House of Training.

• 3 hours in person
• Individual work
• 2-hour virtual class

Please be aware that the versions of the AI tools used may not always be operational or accessible during training sessions. The facilitators will adapt accordingly.