INTRODUCTION FOR AI IN CUSTOMER SERVICE
This hands-on workshop introduces participants to practical applications of AI in customer service. From building custom chatbots to writing emails, summarizing customer feedback, and creating product explanations, participants will learn how to leverage AI tools (ChatGPT, Gemini, Napkin, Claude) to improve customer engagement, reduce workload, and deliver consistent support experiences.
COURSE OBJECTIVES
By the end of this course, participants will:
- Understand how AI can optimize customer service operations.
- Build and deploy simple chatbots for handling FAQs.
- Use AI to summarize customer emails and write professional replies.
- Apply AI to transform product/service details into clear, engaging explanations.
- Integrate multiple AI tools into a customer service workflow.
LEARNING OUTCOMES
Participants will be able to:
- Develop a no-code AI chatbot for handling customer queries.
- Summarize and draft polished customer emails using AI.
- Generate product explanations in text, visual, or mind map format.
- Use AI to analyze and present customer insights.
- Implement a mini AI-powered customer service solution.
WHO SHOULD ATTEND
- Customer Service Representatives & Call Center Agents
- Customer Experience Managers & Team Leaders
- Sales & Support Executives
- Entrepreneurs & Small Business Owners
- Anyone interested in AI-powered customer engagement
COURSE CONTENT
Module 1: Introduction to AI in Customer Service
- Evolution of customer service: from human-only to AI-assisted
- Benefits & limitations of AI tools in customer support
- Overview of AI tools (ChatGPT, Gemini, Napkin, Claude)
Activity: Group brainstorm – “Where can AI save time in our customer service process?”
Module 2: AI Chatbots for Customer Queries
- How AI chatbots understand FAQs & responses
- Setting up a simple no-code chatbot
- Analyzing customer questions to improve service
Activity: Build a simple chatbot for “Frequently Asked Questions” (returns, pricing, opening hours).
Module 3: AI for Email Summaries & Replies
- Using Gemini/ChatGPT to summarize long customer emails
- AI drafting assistants for polite, professional, and fast replies
- Adjusting tone: formal, empathetic, concise
Activity: Summarize a sample customer complaint and generate a professional reply.
Module 4: AI in Product Explanation & Research
- Turning complex product details into customer-friendly explanations
- Using mind maps (Napkin) for product/service breakdown
- AI video & content summaries for customer research insights
Activity: Create a catchy product explanation in mind map format & rewrite it as a customer-friendly email.
Module 5: Final Integration – AI-Powered Customer Service Flow
- Integrating chatbots, email automation, and product explanation into one workflow
- Best practices for monitoring AI performance & customer satisfaction
Activity: Group Project – Teams build a mini AI customer service system (chatbot + email + product explanation). - Presentation & Feedback
