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AI for Customer Service

Five days of practical AI application, governance and implementation for Customer Service.

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Programme at a glance

ReferenceCS-014

Duration5 days

LevelProfessional

Learning topics20

KAIZEN EUROPEAN ACADEMY

Programme overview

This five-day Kaizen European Academy programme focuses specifically on AI for Customer Service in the context of frontline service, contact centres, knowledge assistance and customer interaction. Its scope is intentionally different from similarly titled courses elsewhere in the catalogue. Participants develop applied methods, controls, decision tools and an implementation plan tailored to this professional environment.

What you will gain

Learning objectives

Explain the AI, generative AI and automation concepts most relevant to Customer Service.

Identify and prioritize high-value AI use cases in Customer Service.

Design practical human-AI workflows and validate AI outputs for Customer Service.

Manage privacy, bias, security, governance and human-oversight risks when using AI in Customer Service.

Build a practical AI pilot and implementation roadmap for Customer Service.

01 · Who Should Attend

Who Should Attend

Professionals, specialists, supervisors and managers whose responsibilities involve ai for customer service or who need to build practical capability in this area.

02 · Programme Methodology

Programme Methodology

Instructor-led explanation, facilitated discussion, subject-specific case studies, practical templates, individual and group exercises, simulations or technical scenarios where appropriate, peer review and a final implementation workshop.

03 · Learning Outcomes

Learning Outcomes

Explain the AI, generative AI and automation concepts most relevant to Customer Service. Identify and prioritize high-value AI use cases in Customer Service. Design practical human-AI workflows and validate AI outputs for Customer Service. Manage privacy, bias, security, governance and human-oversight risks when using AI in Customer Service. Build a practical AI pilot and implementation roadmap for Customer Service.

04 · Prerequisites

Prerequisites

No formal prerequisite is required. Relevant professional experience is helpful; technical courses may assume basic familiarity with the operating environment.

Academic journey

Course Outline

A structured day-by-day learning agenda designed around practical application and progressive skill development.

Day

Module 1

AI Foundations for Customer Service — Frontline Service, Contact Centres, Knowledge Assistance And Customer Interaction

AI capabilities, limitations and business value

Machine learning, generative AI and large language model concepts

Selecting high-value AI use cases

Applied AI for Customer Service decisions in the context of frontline service, contact centres, knowledge assistance and customer interaction

Day

Module 2

AI Use Cases and Workflow Design in Customer Service — Frontline Service, Contact Centres, Knowledge Assistance And Customer Interaction

Prompt design and interaction patterns

Human-AI workflow design

AI-assisted analysis and decision support

Applied AI for Customer Service decisions in the context of frontline service, contact centres, knowledge assistance and customer interaction

Day

Module 3

AI Tools, Data and Automation for Customer Service — Frontline Service, Contact Centres, Knowledge Assistance And Customer Interaction

Evaluating accuracy, hallucination and output quality

AI governance and accountability

Bias, fairness and responsible AI

Applied AI for Customer Service decisions in the context of frontline service, contact centres, knowledge assistance and customer interaction

Day

Module 4

Responsible AI, Risk and Governance in Customer Service — Frontline Service, Contact Centres, Knowledge Assistance And Customer Interaction

Model risk and human oversight

AI adoption and change management

AI value measurement and ROI

Applied AI for Customer Service decisions in the context of frontline service, contact centres, knowledge assistance and customer interaction

Day

Module 5

Applied AI Lab: Customer Service Implementation — Frontline Service, Contact Centres, Knowledge Assistance And Customer Interaction

Vendor and platform evaluation

AI policy and acceptable-use controls

Practical AI workflow prototyping

Applied AI for Customer Service decisions in the context of frontline service, contact centres, knowledge assistance and customer interaction

KAIZEN EUROPEAN ACADEMY

What You Will Receive

Programme learning materials

Practical resources and templates where applicable

Kaizen completion certificate

Participant support throughout the learning week

Live learning calendar

Upcoming dates for this programme

Choose one of the next planned European dates, or create a private delivery around your own schedule.

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PRIVATE

Create your private learning experience

No public date is currently displayed for this programme. Choose the programme, preferred city and approximate dates. We will organise the venue, trainer and delivery format around your requirements.

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