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Duration 14 hours
Course Outline
Introduction to AI-Enhanced Customer Support
- Exploring AI-driven customer interactions
- The function of prompt engineering within chatbots
- Typical challenges encountered in AI-based customer service
Core Principles of Prompt Engineering for Support Teams
- Essential principles for designing effective prompts
- Refining language for greater clarity and precision
- Managing diverse customer intents and emotional states
Sophisticated Methods for Chatbot Enhancement
- Adjusting prompts for specific customer personas
- Minimizing AI hallucinations and boosting response accuracy
- Utilizing feedback cycles for ongoing improvement
Automating Support Functions with AI
- Creating prompts for frequent support inquiries
- Managing escalations and complex issues using AI
- Connecting AI systems with CRM and support ticketing platforms
Ethical Dimensions of AI in Customer Service
- Maintaining fairness and reducing bias in chatbot exchanges
- Building transparency and trust in AI-supported services
- Adhering to data privacy regulations
Case Studies and Practical Applications
- Notable AI chatbot implementations
- Key takeaways from AI-driven support experiences
- Emerging trends in AI and customer engagement
Practical Workshops
- Constructing and evaluating AI-powered support chatbots
- Refining chatbot replies via prompt optimization
- Live simulations and practical troubleshooting
Recap and Path Forward
Requirements
- Foundational knowledge of AI chatbots and automation processes
- Awareness of standard customer support operations
- Prior experience in chatbot development (recommended but not mandatory)
Target Audience
- Customer service teams
- Developers specializing in chatbots
- Automation engineers
Testimonials (2)
Comprehensiveness about the backround; how to do a prompt.
Olaf Kannt - Helios Klinikum Krefeld
Course - Generative AI and Prompt Engineering in Healthcare
use of proper and effective prompt