Course Outcomes
Expected learning outcomes
Course Outcomes
- Use AI tools to improve customer communication, response quality and service speed.
- Develop AI-supported scripts, FAQs, templates and service messages.
- Analyze customer complaints, feedback and service patterns for improvement.
- Apply AI to support call centre performance, coaching and quality assurance.
- Use AI responsibly while protecting customer privacy and service standards.
Curriculum
Course modules and outline
Course Outline
Module 1: AI in customer service and call centre operations
- Key concepts, practical examples and sector-based discussion.
- Workplace application activity, templates and implementation considerations.
Module 2: Chatbots, virtual assistants and automated support
- Key concepts, practical examples and sector-based discussion.
- Workplace application activity, templates and implementation considerations.
Module 3: AI for scripts, FAQs and customer communication
- Key concepts, practical examples and sector-based discussion.
- Workplace application activity, templates and implementation considerations.
Module 4: Complaint handling and feedback analysis
- Key concepts, practical examples and sector-based discussion.
- Workplace application activity, templates and implementation considerations.
Module 5: Customer experience and service quality improvement
- Key concepts, practical examples and sector-based discussion.
- Workplace application activity, templates and implementation considerations.
Module 6: AI for performance monitoring and coaching
- Key concepts, practical examples and sector-based discussion.
- Workplace application activity, templates and implementation considerations.
Module 7: Service recovery and escalation support
- Key concepts, practical examples and sector-based discussion.
- Workplace application activity, templates and implementation considerations.
Module 8: Data privacy in customer service environments
- Key concepts, practical examples and sector-based discussion.
- Workplace application activity, templates and implementation considerations.
Module 9: Responsible AI use in customer communication
- Key concepts, practical examples and sector-based discussion.
- Workplace application activity, templates and implementation considerations.
Module 10: Developing AI customer service templates
- Key concepts, practical examples and sector-based discussion.
- Workplace application activity, templates and implementation considerations.
Target Audience
Who should attend?
Target Audience
Customer service managers, call centre agents, front office teams, administrators, reception teams, service delivery officers, sales support staff, supervisors, public service desks, complaint handling teams, client relations officers and operations managers.
Why Attend
Key course benefits
Practical capacity building approach
Designed for government, NGOs and public institutions
Real-world African case studies
Certificate of completion
Applicable tools and templates
Interactive facilitation and exercises
Course Enquiry
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