INTRODUCTION AI IN CUSTOMER SERVICE – SMARTER ENGAGEMENT WITH AI TOOLS
This program equips participants with the skills to leverage AI tools to enhance customer service operations. Through practical, hands-on exercises, participants will learn to build AI chatbots, automate customer communication, summarize customer research, and create engaging product explanations. By the end, participants will integrate multiple AI tools into a seamless customer service workflow.
LEARNING OBJECTIVE
By the end of this course, participants will be able to:
- Build and deploy simple AI-powered chatbots for customer FAQs.
- Use Gemini & ChatGPT to summarize and draft professional customer emails.
- Apply AI tools to analyze customer research via video summarization.
- Generate product explanations in mind maps & catchy customer-facing formats.
- Design a mini AI-powered workflow for customer support.
LEARNING OUTCOMES
- Automate customer query handling using AI chatbots.
- Summarize lengthy customer emails & research into clear insights.
- Write empathetic, professional, and persuasive emails with AI.
- Use mind maps to transform complex product details into easy-to-digest formats.
- Present customer insights in creative ways to boost satisfaction.
WHO SHOULD ATTEND
- Customer Service Representatives & Team Leaders
- Contact Center Agents
- Customer Experience Managers
- Business Owners & Entrepreneurs
- Anyone keen to adopt AI for better customer engagement
PREREQUISITES
- Familiarity with customer service communication (email/chat/FAQ).
- Basic computer skills (browser, email, MS Office/Google Workspace).
- No AI or coding knowledge required.
COURSE OUTLINE
Day 1 – AI for Smarter Customer Communication
9:00 – 9:30 AM
Module 1: Introduction to AI in Customer Service
- Evolution of customer service with AI
- Key benefits & risks of AI adoption
- Overview of AI tools (ChatGPT, Gemini, Claude, Napkin)
Activity: Group brainstorm – “Where can AI help our customer service team today?”
9:30 – 11:00 AM
Module 2: AI Chatbots for Customer Queries
- Role of AI chatbots in FAQ handling
- No-code chatbot builders overview
- Analyzing customer question patterns for automation
Activity: Build a simple AI chatbot to answer FAQs (returns, delivery, operating hours).
Break: 11:00 – 11:15 AM
11:15 – 12:45 PM
Module 3: Email Summarization with Gemini
- Summarizing long customer emails into bullet insights
- AI-generated polite & professional replies
- Adjusting tone: formal, empathetic, concise
Activity: Summarize a sample customer escalation & generate 2 styles of responses.
Lunch Break: 12:45 – 1:45 PM
1:45 – 3:15 PM
Module 4: AI-Powered Email Writing
- Using ChatGPT to draft customer-facing emails
- Structure: Greeting → Context → Solution → CTA
- Automation of reminders & follow-ups
Activity: Write a customer welcome email & a complaint resolution reply using AI.
Break: 3:15 – 3:30 PM
3:30 – 5:00 PM
Module 5: Hands-On Practice: Building a Customer Email Flow
- Combine summarization + drafting for real-world scenarios
Activity: Teams handle 3 sample customer cases (late delivery, product inquiry, refund) using AI tools.
Day 2 – AI for Customer Insights & Product Communication
9:00 – 10:30 AM
Module 6: AI for Customer Research – Video Summarization
- Using AI to summarize long customer research videos
- Extracting themes, pain points, and opportunities
Activity: Upload a sample research video → AI generates summary → Participants refine insights.
Break: 10:30 – 10:45 AM
10:45 – 12:15 PM
Module 7: AI in Product Explanation (Mind Map & Catchy Topics)
- Simplifying product details into visual mind maps (Napkin)
- Turning product descriptions into catchy sales topics
Activity: Create a mind map of a product feature set & reframe it into a catchy customer pitch.
Lunch Break: 12:15 – 1:15 PM
1:15 – 2:45 PM
Module 8: Multi-Format Customer Communication
- From research → to insight → to product pitch
- AI-assisted transformation of text → slides → mind map
Activity: Convert customer feedback into:
- A summary email
- A mind map for the team
- A catchy product explanation
Break: 2:45 – 3:00 PM
3:00 – 4:30 PM
Module 9: Final Project – AI-Powered Customer Service Workflow
- Teams design a mini AI system:
- AI chatbot for FAQs
- Gemini for email summarization
- ChatGPT for email writing
- Napkin for product mind map
Activity: Group presentation – Demonstrate a customer service flow powered by AI.
4:30 – 5:00 PM
Module 10: Wrap-Up & Next Steps
- Best practices for AI adoption in customer service
- AI ethics & risks in customer communication
- Roadmap for advanced learning (AI analytics, voice bots)
