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AI and Generative AI in Customer Service - Transforming Customer Experience

Description

AI and Generative AI are indispensable tools for enhancing customer experiences, improving efficiency, and driving innovation. This program is designed to equip customer service professionals with the knowledge and practical skills to leverage AI and Generative AI in their organizations.

Participants will learn to identify automation opportunities, evaluate their impact, and prioritize implementations for maximum ROI. Through a blend of expert-led presentations, hands-on exercises, and collaborative group work, attendees will gain actionable insights on key focus areas including: identifying and prioritizing AI opportunities in customer service, calculating ROI for AI transformation projects, managing change during AI implementation, crafting effective prompts for large language models (LLMs), and creating custom GPTs for customer service-specific tasks.

Course Objectives

At the end of the session, the learners should be able to - 

  • Identify AI and Generative AI automation opportunities in customer service
  • Evaluate and compare such opportunities using multiple impact parameters for prioritization
  • Calculate ROI for pilot/scaled AI transformation in customer service
  • Perform change management of AI/Gen AI transformation in the customer service space
  • Craft effective LLM prompts for productivity improvement in customer service teams
  • Create custom GPTs for mini automations in customer service tasks

Target Audience

This workshop is ideal for customer service professionals in management and leadership roles, including -

  • Customer Service Directors and VPs driving organizational strategy and digital transformation
  • Contact Center Managers seeking to innovate customer interaction processes
  • Customer Experience Leaders exploring AI-enhanced solutions
  • Customer Analytics Leaders aiming to leverage AI for deeper customer insights
  • Customer Service Business Partners advising on AI integration across various business functions
  • CRM Managers spearheading AI implementation in customer service systems

Workshop Program Structure

Total Duration – 5 hours

  • 1. Welcome and Introduction

    ○ Brief introduction of workshop objectives, facilitator, and participants
    ○ Icebreaker activity: Participants share one area in customer service where they see potential for AI/Gen AI application (Use Mentimeter or sticky notes)

  • 2. Understanding AI and Generative AI Technologies in Customer Service

    ○ Overview of AI, Machine Learning, and Generative AI with a focus on applications in customer service
    ○ Topics Covered:
    ■ AI vs. Generative AI
    ■ Under the hood: How AI works in customer service contexts
    ■ Key customer service processes where AI is making an impact (Chatbots, Sentiment Analysis, Predictive Support, etc.)
    ■ Examples of Generative AI solutions in customer service
    ■ Examples of AI solutions in customer service
    ○ Q&A Session: Open floor for participant questions

  • 3. Hands-On Activity: AI Tools for Customer Interaction and Support

    ○ Demo (20 minutes): OpenAI Playground, creating custom GPTs, comparing various models, prompt engineering for customer service scenarios
    ○ Hands-On Exercise (40 minutes): Participants work in pairs to explore AI tools and evaluate their effectiveness in customer service contexts

  • 4. Group Activity: Designing an AI-Powered Customer Service Solution

    ○ Demo: Introduction to AI tools (e.g., Chatbot Builder, Customer Sentiment Analyzer, Predictive Support System)
    ○ Group Activity:
    ■ Divide participants into small groups
    ■ Each group selects a customer service challenge (e.g., reducing response times, improving first contact resolution, enhancing personalization)
    ■ Groups brainstorm and create a brief outline of an AI-powered solution, including key features and expected outcomes

  • 5. Deep Dive: Generative AI Use Cases in Customer Service - Develop Your Pilot

    ○ In-depth session on specific use cases of Generative AI in customer service
    ○ Activities:
    ■ Case Studies: Review real-world examples of Generative AI in customer service
    ■ Discussion: How to conduct a step-by-step prioritization process for your pilot
    ■ ROI Calculation: Practice calculating ROI for AI initiatives in customer service

  • 6. Deep Dive: AI / Generative AI Capability Development, Change Management

    ○ Go through AI change management process and developing capability in business and technology
    ○ Activities:
    ■ Listing down current challenges in customer service that hinder AI transformation
    ■ Brainstorm on how to break those barriers
    ■ Develop strategies for upskilling customer service teams in AI technologies

  • 7. Conclusion and Next Steps

    ○ Recap of key learnings
    ○ Q&A session
    ○ Discussion on how to implement AI and Gen AI in customer service roles
    ○ Activities:
    ■ Action Plan: Participants write down three actionable steps they will take to integrate AI in their customer service function
    ■ Feedback Survey: Collect feedback for future workshops

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