AI for Customer Service and CRM
Enable service teams to apply AI to customer support, keep CRM data fit for automation, design chatbots that know their limits and hand over to people well, and run quality assurance, privacy and measurement so service genuinely improves.
Upcoming course. LMS delivery and enrolment are not open. Release dates will be confirmed.
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Planned learning outcomes
- Identify customer service tasks suited to self-service automation, agent assistance or human-only handling
- Assess CRM data quality and design segmentation and response workflows that respect consent and direct marketing rules
- Design a chatbot scope, knowledge base grounding, disclosure and escalation triggers with a warm handover to people
- Build a quality assurance program for AI-assisted service using test sets, scorecards and sampling
- Apply privacy obligations and choose balanced customer experience metrics for continuous improvement
- Design a chatbot and CRM integration workflow with escalation controls for a real or fictional service team