Customer Service Automation with AI Chatbots Training Course

Module 1: Foundations of Conversational AI and Automation

• Understanding the shift from rule-based bots to AI-driven conversational agents
• Identifying high-impact use cases for automation in the customer service lifecycle
• Overview of the chatbot technology stack: NLU, NLP, and LLM components
• Defining success metrics: Deflection rates, CSAT, and Average Resolution Time
• Cost-benefit analysis for implementing AI chatbots in small vs. large enterprises
• Practical session: Conducting a support audit to identify the top 10 queries suitable for AI automation

Module 2: Conversational UX and Persona Design

• Defining the chatbot persona: Tone of voice, personality, and brand alignment
• Mapping the user journey: Identifying entry points and desired outcomes
• Writing for conversation: Principles of brevity, clarity, and proactive guidance
• Designing for error: Managing misunderstandings and "I don't know" scenarios gracefully
• Accessibility in conversational design: Ensuring inclusive interactions for all users
• Practical session: Creating a comprehensive "Persona Style Guide" and a high-level conversation map

Module 3: Natural Language Understanding (NLU) and Intent Mapping

• Mastering intents, entities, and utterances: The building blocks of NLU
• Training the model: Best practices for data labeling and utterance diversity
• Understanding confidence scores and managing threshold settings for accuracy
• Handling synonyms and variations in regional language or industry jargon
• Conflict resolution: Solving overlaps between competing intents in the model
• Practical session: Training an NLU engine to recognize and extract data from complex customer requests

Module 4: Building Workflows and Context Management

• Designing linear vs. non-linear conversation flows for complex inquiries
• Managing context: Ensuring the bot remembers user data across multiple turns
• Using "Slots" and "Fillers" to collect mandatory information from users
• Implementing conditional logic: Tailoring responses based on user attributes or history
• Breakout flows: Managing interruptions and off-topic questions without losing progress
• Practical session: Building a multi-turn troubleshooting flow that maintains state and context

Module 5: Integrating Chatbots with Backend Systems

• Connecting bots to external data via Webhooks and RESTful APIs
• Personalizing responses: Pulling customer data from CRM systems (e.g., Salesforce, HubSpot)
• Dynamic actions: Allowing bots to check order status, update records, or book appointments
• Managing authentication and security during data exchange in the chat window
• Handling API failures and slow response times within the conversational interface
• Practical session: Configuring a chatbot to retrieve and display "Order History" from a mock database

Module 6: Generative AI and LLMs for Dynamic Responses

• Integrating Large Language Models (LLMs) to handle unstructured or "Out of Scope" queries
• Retrieval-Augmented Generation (RAG): Grounding AI responses in your company’s Knowledge Base
• Prompt Engineering for Support: Fine-tuning LLM output for accuracy and safety
• Guardrails and moderation: Preventing biased or inappropriate AI-generated content
• Balancing "Canned" responses with dynamic AI generation for a hybrid approach
• Practical session: Building a RAG-based bot that answers questions based on a provided PDF manual

Module 7: Omnichannel Deployment and Management

• Deploying bots across Web, WhatsApp, Facebook Messenger, and Slack
• Platform-specific design: Adapting UI elements like buttons, carousels, and quick replies
• Maintaining a persistent user identity across different messaging channels
• Managing notification triggers and proactive messaging strategies
• Synchronizing bot updates across multiple platforms simultaneously
• Practical session: Deploying a single chatbot logic to both a web widget and a messaging app simulator

Module 8: Live Agent Handoff and Hybrid Support Strategies

• Designing the seamless transition: When and how to escalate to a human agent
• Contextual handoff: Passing conversation history and sentiment data to the agent
• Agent Workspace integration: How bots and humans collaborate in the same thread
• "Agent Assist" mode: Using AI to suggest responses to human agents in real-time
• Managing customer expectations during the transition period (Wait times and status)
• Practical session: Simulating a "Sentiment-Triggered" handoff from an AI bot to a live support dashboard

Module 9: Analytics, Testing, and Continuous Optimization

• Analyzing chat logs to identify "Drop-off" points and misunderstood queries
• A/B Testing: Comparing different bot scripts to measure impact on conversion or CSAT
• Implementing automated testing suites for regression and intent accuracy
• Using "User Feedback" loops: Thumbs up/down and post-chat survey integration
• The "Train, Test, Deploy" cycle: Managing version control in chatbot development
• Practical session: Analyzing a set of failed chat logs to identify and fix NLU gaps

Module 10: AI Ethics, Security, and Future Trends

• Data Privacy: Ensuring compliance with GDPR, CCPA, and SOC2 in chat logs
• Transparency: The ethical requirement of disclosing "I am a bot" to users
• Mitigating algorithmic bias in customer interactions and automated decisions
• The future of Voice AI and Multimodal bots (Voice, Video, and Text combined)
• Preparing for "Autonomous Agents" that can perform end-to-end business processes
• Practical session: Conducting a "Security and Ethics Audit" on a finished chatbot prototype

Requirements:

• Participants should be reasonably proficient in English.
• Applicants must live up to Armstrong Global Institute admission criteria.

Terms and Conditions

1. Discounts: Organizations sponsoring Four Participants will have the 5th attend Free

2. What is catered for by the Course Fees: Fees cater for all requirements for the training – Learning materials, Lunches, Teas, Snacks and Certification. All participants will additionally cater for their travel and accommodation expenses, visa application, insurance, and other personal expenses.

3. Certificate Awarded: Participants are awarded Certificates of Participation at the end of the training.

4. The program content shown here is for guidance purposes only. Our continuous course improvement process may lead to changes in topics and course structure.

5. Approval of Course: Our Programs are NITA Approved. Participating organizations can therefore claim reimbursement on fees paid in accordance with NITA Rules.

Booking for Training

Simply send an email to the Training Officer on training@armstrongglobalinstitute.com and we will send you a registration form. We advise you to book early to avoid missing a seat to this training.

Or call us on +254720272325 / +254725012095 / +254724452588

Payment Options

We provide 3 payment options, choose one for your convenience, and kindly make payments at least 5 days before the Training start date to reserve your seat:

1. Groups of 5 People and Above – Cheque Payments to: Armstrong Global Training & Development Center Limited should be paid in advance, 5 days to the training.

2. Invoice: We can send a bill directly to you or your company.

3. Deposit directly into Bank Account (Account details provided upon request)

Cancellation Policy

1. Payment for all courses includes a registration fee, which is non-refundable, and equals 15% of the total sum of the course fee.

2. Participants may cancel attendance 14 days or more prior to the training commencement date.

3. No refunds will be made 14 days or less before the training commencement date. However, participants who are unable to attend may opt to attend a similar training course at a later date or send a substitute participant provided the participation criteria have been met.

Tailor Made Courses

This training course can also be customized for your institution upon request for a minimum of 5 participants. You can have it conducted at our Training Centre or at a convenient location. For further inquiries, please contact us on Tel: +254720272325 / +254725012095 / +254724452588 or Email training@armstrongglobalinstitute.com

Accommodation and Airport Transfer

Accommodation and Airport Transfer is arranged upon request and at extra cost. For reservations contact the Training Officer on Email: training@armstrongglobalinstitute.com or on Tel: +254720272325 / +254725012095 / +254724452588