Upon completion of program, you'll be able to:

• • Understanding AI Fundamentals in Customer Service:
  • Mastering AI Technologies for Customer Interactions
  • Leverage AI to personalize customer interactions
  • practical skills in selecting, deploying, and managing AI technologies
  • Addressing Ethical Considerations and Data Privacy
  • Build an automated messaging for transforming customer interactions

• Customer Services Department
• Call Center Agents
• Communication Department

The course is geared towards Customer Care by using participatory approaches as much as possible. A variety of methodologies will be used, including presentation, discussions, group work, video discussions, question and answers, practical sessions (hands-on practice), and simulations.

Day 1:

• • Introduction to Online customer service and its concept.
  • Difference between Online / Offline Customer Service.
  • Top AI tools for Customer Service :
  • Chatbot
  • Sentiment Analysis
  • Customer Behavior
  • Facial Expressions
  • Personalized Content
  • Customers’ expectations on the online world
  • The main Social Media Platforms that Customers Use
  • Late response is no response
  • Know when to enter the Conversation
  • Know when to take the conversation Offline
  • Listen to what your customer has to say
  • What Is e-Trust?
  • 360 degree of Digital Customer Service
  • Causes of Conflict on social media
  • Crisis and Issue Management on social media
  • How to Deal With Negative Comments

Day 2:

• • Using the “ # “ Hastags and “ @” Mentions Professionally
  • chatbots, virtual assistants, Natural Language Processing (NLP)
  • Case Studies from Regional / International Companies
  • How to understand and analyze the Customer needs online
  • seamless and satisfying customer journey by AI
  • Customer Service Automation : Messaging – Touch Points
  • Best Software to Manage your Digital Customer Service presence
  • Develop a brand and manage reputation online
  • Controlling Customer Complains on Website / Forums / Blogs / E-mail

Day 3:

• • Customer Relationship Management (Online on SM).
  • The professional Scenarios For online Respond
  • Elements of electronic communication process
  • Total Volume
  • Resolution Rate
  • Average Time for Resolution
  • Social media Listening
  • Online Reputation Management ( ORM )
  • Trends of Online Customer Care in 2025

Day 4:

• • Deep Learning and Machine Learning for Customer Expectations
  • How VR , AR , MR changes the way of customer experience
  • Digital Transformation on Customer Journey
  • AI for Evaluating Feedback & Reviews
  • Robots in Customer Services
  • Case Studies : International Customer Service by AI ( Worldwide )
  • Sustainable Customer Experience by AI Tools
  • Enhance Customer Service Team Skills by AI

BTS attendance certificate will be issued to all attendees completing minimum of 80% of the total course duration