A Highly Interactive Training Course On
AI-Driven Customer Service Excellence
Leveraging AI, Automation, and Analytics to Redefine Service Excellence
Upcoming Sessions
Course Introduction
Customer service has become a decisive competitive differentiator in today’s digital economy. Customers now expect fast responses, accurate information, personalised interactions, and consistent service quality across multiple channels. At the same time, organisations are under growing pressure to manage increasing interaction volumes, rising service expectations, and cost efficiency targets. Delivering exceptional service at scale therefore requires new operating models that go beyond traditional contact centre approaches.
Artificial Intelligence is transforming how customer service is designed, delivered, and managed. Technologies such as chatbots, virtual agents, natural language processing, predictive analytics, voice recognition, and robotic process automation enable organisations to respond faster, personalise interactions, and resolve issues proactively. Rather than replacing human agents, AI enhances their capabilities by automating routine tasks and providing real-time insights, allowing service professionals to focus on complex, high-value customer interactions.
This AI-Driven Customer Service Excellence training course provides a structured and practical framework for implementing AI across customer service operations. Participants learn how to integrate AI into contact centres, digital channels, and CRM platforms while ensuring governance, data protection, and ethical use. The course connects AI capabilities directly to business outcomes, enabling organisations to improve customer satisfaction, operational efficiency, service quality, and overall performance in a sustainable and measurable way.
- Understand how AI reshapes modern customer service operations
- Apply AI to enhance speed, accuracy, and personalisation
- Balance automation with human expertise for superior service delivery
- Integrate AI responsibly within customer-facing environments
- Improve service performance, efficiency, and customer loyalty
Training Objectives
This AI-Driven Customer Service Excellence training course equips participants with practical knowledge and applied skills to design, implement, and manage AI-enabled service operations.
By completing this training course, participants will be able to:
- Understand how artificial intelligence transforms customer service models and operations
- Design AI-enabled customer service workflows and interaction models
- Deploy chatbots, virtual agents, and automation tools effectively
- Use AI for customer insight, sentiment analysis, and personalisation
- Integrate AI solutions with CRM and contact centre platforms
- Improve response times, service quality, and customer satisfaction
- Apply governance, data privacy, and ethical AI principles in service delivery
- Measure performance, outcomes, and ROI of AI-driven service initiatives
Training Methodology
This AI-Driven Customer Service Excellence training course uses an interactive and application-focused learning approach to ensure practical understanding and knowledge retention. Participants engage in structured lectures supported by real-world examples, facilitated discussions, and service-focused case studies that demonstrate how AI is applied in operational environments.
The course also incorporates group discussions, scenario analysis, and guided exercises that allow participants to explore AI-enabled service models, assess operational challenges, and design improvement initiatives. This balanced methodology ensures participants not only understand AI concepts, but are also able to translate them into actionable customer service strategies within their own organisations.
Who should Attend?
This AI-Driven Customer Service Excellence training course is suitable for professionals responsible for managing, transforming, or supporting customer service and customer experience functions. It is particularly valuable for organisations seeking to modernise service operations through AI and automation.
This course will particularly benefit:
- Customer Service Managers and Directors
- Contact Centre and Call Centre Managers
- Customer Experience (CX) Professionals
- CRM and Digital Transformation Teams
- IT and Automation Managers
- Public Sector Service Managers
- Service leaders in banking, telecom, retail, utilities, and e-commerce
Course Outline
- The evolution of customer service models
- Core artificial intelligence technologies used in customer service (NLP, ML, RPA, Voice AI)
- Customer journeys within digital service environments
- Human–AI collaboration in delivering customer service
- Global best practices and relevant case studies
- Chatbots and virtual customer assistants
- Voice bots and AI-enabled contact centres
- Omni-channel service delivery (web, chat, email, WhatsApp, social media)
- Designing effective AI-driven customer conversations
- Escalation processes and handover to human agents
- AI-driven customer profiling and segmentation techniques
- Sentiment and emotion analysis in customer interactions
- Predictive analytics for anticipating customer behaviour
- Personalised service delivery and recommendation engines
- CRM integration and customer data management
- Applying Robotic Process Automation (RPA) to service processes
- Automating complaints handling, ticket management, refunds, and follow-ups
- Workflow optimisation through AI technologies
- Managing service quality and SLAs in AI-enabled environments
- Improving productivity and optimising operational costs
- AI governance and ethical approaches to customer engagement
- Data privacy requirements and regulatory compliance
- Risk management in AI-driven customer service
- Developing an AI customer service roadmap
- Measuring performance through KPIs, dashboards, and ROI analysis
- Implementation planning and case study review
Providers and Associations
Certificates
- Copex Certificate of Attendance will be provided to delegates who attend and complete the course.
Material published by Copex shown here is copyrighted. All rights reserved. Any unauthorized copying, distribution, use, dissemination, downloading, storing (in any medium), transmission, reproduction or reliance in whole or any part of this course outline is prohibited and will constitute an infringement of copyright.
COPEX Training is your gateway to professional growth, with over 20 years of experience turning potential into success. Each year, we deliver over 1,000 courses in 50+ countries, earning a stellar 98% satisfaction rate. Trusted by global giants like BP, the United Nations, and HSBC, we partner with top certification bodies to provide career-focused training that empowers individuals and drives organizational breakthroughs. Our mission? To transform the way professionals learn and grow in today’s fast-changing industries. Through expert insights, cutting-edge methods, and hands-on approaches, we equip you with the skills and confidence to tackle challenges, seize opportunities, and thrive in your career.
Led by a passionate leadership team and supported by a network of world-class trainers, COPEX Training connects professionals worldwide with life-changing opportunities. We are committed to excellence, ensuring every participant leaves with the tools, expertise, and confidence to conquer an ever-evolving world.
Frequently Asked Questions
This FAQ section provides quick answers to the most common questions about our services, procedures, and policies. We aim to make your experience with us as straightforward as possible. For further assistance, our support team is ready to help.
Enhanced Skills: Develop in-demand skills and knowledge in your chosen field.
Career Advancement: Improve your career prospects and increase your earning potential.
Increased Confidence: Gain confidence in your abilities and enhance your professional presence.
Networking Opportunities: Connect with other professionals and industry experts.
Improved Job Performance: Enhance your productivity, efficiency, and job satisfaction.
Personal Growth: Develop valuable personal and professional skills that can benefit you in all areas of life.
Upon successful registration, processing window will take not more than 24 hours from the time of registration. An email including the registration confirmation, invoice and joining instructions will be sent to the provided email address.
Published training course fees are inclusive of the training venue, training manual, writing materials, lunch and coffee breaks with refreshments over the entire duration of the training course.
The training course fee can be settled by either:
- Bank transfer
- Credit Card
Our training courses will run for 5 hours per day. The standard daily timing is from 8:30 am – 3:30 pm including the coffee/tea breaks and lunch.
Our training courses courses are being held at five-star hotels in prime and iconic destinations across the globe. Cities such as Amsterdam, Barcelona, Dubai, Geneva, Istanbul, Kuala Lumpur, London, Houston, New York, Paris, Vienna, Zurich, etc.
Our cancellation policy varies depending on the circumstances presented. Generally, cancellations must be initiated in formal writing at least 14 days prior to the commencement date of the training course. Further, the option to shift an existing registration to another training course on a later date is possible. Otherwise, a full refund will be initiated.
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