AI by department
AI for customer service and sales course
Reply sooner and better, without losing the human touch.
Customer service is one of the areas where AI delivers the most, fastest: draft replies in seconds, automatic request classification, summaries of the customer’s history and analysis of contact reasons. But it is also where poor use shows immediately.
This course teaches you to use AI to reply sooner and better without losing the human touch: in the company’s tone, with a reliable knowledge base and with clear rules on when a person must step in. It includes a module on supervised chatbots and another on spotting sales opportunities in conversations.
To see how it works in a project, take a look at the supervised chatbot use case.
What you will learn
- Answer queries and complaints faster with quality drafts
- Keep a knowledge base that is useful for people and for AI
- Classify and prioritise requests automatically
- Analyse feedback and contact reasons to improve the service
- Know when a chatbot helps and when it should hand over to a person
Syllabus
7 modules, from the fundamentals to the final project.
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AI in the customer experience
- What customers expect today
- AI use cases in customer service
- What should never be automated
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Assisted replies
- Draft replies in the company's tone
- Complaints and upset customers
- Replies in several languages
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Knowledge base
- Turning emails and tickets into help articles
- FAQs that stay up to date
- A structure AI can understand
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Classification and priority
- Detecting reason, urgency and sentiment
- Routing to the right team
- Summaries of the customer's history
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Supervised chatbots
- Which questions to answer and which to hand over
- Telling customers they are talking to an AI
- Measuring conversation quality
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Listening to the customer
- Analysing feedback, surveys and reviews
- Contact reasons and improvement proposals
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Sales from service
- Spotting opportunities in conversations
- Personalised proposals and follow-up
Tools you will practise with
- ChatGPT, Claude or Gemini
- Helpdesk tools with AI (Zendesk, Freshdesk, HubSpot or others)
- Reply templates
Hands-on project
Using real anonymised tickets and emails, you build a library of replies and help articles, and design the rules for what a chatbot could resolve on its own and what must always go to a person.
Requirements
- None.
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Where it is applied
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AI customer review and feedback analysis
We read every review, survey and comment from your customers, classify them by topic and sentiment and tell you what is changing.
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First-line customer service with a supervised AI chatbot
We build AI chatbots that handle first queries, answer common questions, collect information and hand over to the team when needed.
Want this course for your team?
We adapt the content, length and format to your company.