Introduction
The programme “Customer Service Excellence Using Artificial Intelligence” develops professional practice in Customer Service. It connects the subject with workplace challenges by examining existing evidence and practices and choosing methods appropriate to the organization and its available resources.
The learning progresses from customer experience development and complaint handling to procedure analysis and work simplification, with practical work on artificial intelligence applications and controls, quality management and process control, professional communication, negotiation, and conflict management. Participants prepare outputs to support workplace application and review the quality and results of implementation.
Learning objectives
- Design a service journey and complaint response based on customer needs and follow-up evidence in an application related to “Customer Service Excellence Using Artificial Intelligence”.
- Design an AI use case with verification criteria and human review.
- Apply a quality approach connecting beneficiary requirements with process control and improvement.
- Select a communication and negotiation approach that addresses interests and preserves professional relationships.
- Redesign a procedure to reduce delays and rework while maintaining controls.
Learning areas
1. Customer Experience Development and Complaint Handling
- Define customer groups, expectations, and touchpoints, and map an actual journey including waiting, effort, and information exchange.
- Analyze the voice of the customer, complaints, and feedback, classifying recurring causes and linking them to the process, product, or communication channel.
- Set response, resolution, and escalation standards that consider the problem's impact, staff authority, and message clarity for the customer.
- Simulate a difficult service situation, applying listening, empathy, and fact verification, and offer a feasible solution or alternative.
- Build indicators for resolution time, complaint recurrence, and experience quality, and use results to address root causes and monitor impact. The application examines a case related to “Customer Service Excellence Using Artificial Intelligence”.
2. Artificial Intelligence Applications and Controls
- Identify a task that AI can support, and separate inputs and human decisions from outputs produced by the tool.
- Prepare suitable test data and examples while respecting confidentiality, privacy, and permissions, and use de-identified training exercise data.
- Write clear instructions covering the task, context, constraints, and output format, and compare multiple formulations using a fixed set of examples.
- Check outputs for errors, bias, and unsupported information, and identify cases that require specialist review.
- Assess the feasibility of use in terms of quality, time, cost, and risk, and document controls for approval, monitoring, and stopping when failures occur.
3. Quality Management and Process Control
- Define beneficiary requirements and product or service acceptance criteria, and translate them into testable process controls.
- Map process interactions, identifying risks, resources, records, and quality control responsibilities at handover points.
- Use cause and data analysis tools to understand nonconformities, and distinguish immediate correction from corrective action.
- Prepare a verification and internal review plan using objective evidence, referring to the current applicable edition of the relevant standard during implementation.
- Evaluate improvement results in terms of defects, time, rework, and beneficiary experience, and document knowledge that should be shared more widely.
4. Professional Communication, Negotiation, and Conflict Management
- Analyze the communication objective, audience, context, and sensitivity, and select the channel, message, and timing to support the intended result.
- Practice listening, checking understanding, and questioning, and distinguish facts from interpretations and personal assumptions.
- Identify the parties' interests, limits, alternatives, and comparison criteria, and prepare a list of negotiable points.
- Handle objections and disagreements by reframing the problem, generating alternatives, and documenting agreements.
- Simulate a communication or negotiation situation, assess message clarity and response quality, and plan improvements for subsequent practice.
5. Procedure Analysis and Work Simplification
- Define the procedure's start, end, owner, inputs, and outputs, and collect data on processing time, waiting, and rework.
- Map the actual workflow between roles, identifying approvals, handovers, bottlenecks, and duplicate data entry.
- Analyze the value added by each step and the controls it provides, and propose combining, removing, or running steps in parallel with reasons for the choice.
- Document the improved procedure with clear authorities, forms, timelines, and standards, and review its effects on beneficiaries and delivery teams.
- Test the procedure on a limited case, measure time, errors, and output quality, and document adjustments and the rollout plan.
Practical outputs
- A customer journey map, complaint response guide, and service quality cards.
- A use case brief and a test template for the quality of AI outputs.
- A process map, nonconformity register, and quality improvement plan.
- A communication plan, interests matrix, and actionable negotiation scenario.
- An improved procedure map, service profile, and acceptance criteria for implementation.
Who should attend
- Practitioners, specialists and supervisors whose work relates to the programme subject.
- Managers and teams working in customer service, according to their practical responsibilities.
- Professionals responsible for applying the outputs of “Customer Service Excellence Using Artificial Intelligence” within their organizations.
Prerequisites
- Working familiarity with the programme field and the ability to discuss a professional case or challenge.
- Confirm the suitability of your experience and any specialist prerequisites with the Union before participation.
Conclusion
The programme “Customer Service Excellence Using Artificial Intelligence” brings together concepts, case review and a practical application. Participants prepare steps that can be adapted to their responsibilities and organizational resources, with an indicator to follow application and review results after returning to work.
Participation arrangements and any special requests are specified in the confirmation issued by the Union.