About this programme
As customer expectations for 24/7 support rise, businesses must integrate intelligent automation alongside human service representatives. This course guides operations leads and service managers through planning, deploying, and managing conversational AI agents and automated support workflows. Participants explore how to train custom AI agents on internal knowledge bases, streamline ticketing routing, and ensure seamless handoffs to human agents for complex issues.
What participants will gain
- Design 24/7 automated customer support workflows using conversational AI agents.
- Integrate custom AI tools directly with company knowledge bases and FAQ repositories.
- Establish frictionless escalation paths from automated bots to human support staff.
- Monitor service automation analytics to continuously improve resolution rates.
How it's delivered
Interactive and hands-on: discussion, simulations and practical exercises rather than passive lectures, in English or Bahasa Melayu. The programme can be tailored with examples from your industry.