Introduction:
When customers experience faces a problem with a product or service, they want the right solution right away. Looking up a handbook or checking a help section is not common anymore these days. Customers search the web, call the hotline, or live chat with agents to immediately get the answer they are looking for. The annoyance starts when customers can’t find the answer on their own or are passed on from agent to agent.
A well-trained chatbot is capable of handling the most common requests on the spot, thus providing a high-quality service. At the same time, it gives agents more time to take care of complex cases. From a business point of view, chatbots in customer service are seen as a way to increase the employees’ efficiency and maintain service levels.
When customers want help, they want it fast. But without a 24-hour, experienced team of people on hand at all times, this can be challenging to deliver. Luckily, with recent leaps in AI technology, you can now use chatbots to enhance what you already deliver. While chatbots might seem like some scary vision of the future, they’re just another tool for customer service.
Chatbots are designed to sound human and offer support to customers who need it around the clock. They shouldn’t replace your top-notch customer-service team, but they can help support them. Using chatbots can be good for human workloads as well as improving the customer experience.
Target Audience:
This training course is intended for professionals interested in solving problems in the Banking sector using Artificial Intelligence.
Objectives:
§ The advantages and limitations of using chatbots for customer service
§ Best practice guidelines for customizing your customer service chatbot
§ Different types of chatbots based on the needs of your customers
§ Personalize customer interactions
§ Manage high levels of transactions
§ Customer education
§ Provide customer support
§ Facilitate financial product applications
Course outlines:
Session 1: Introduction to Chatbots:
· Welcome and Course Overview:
– Introduction to the course and its objectives
– Overview of chatbot applications
– Course logistics and expectations
· History and Evolution of Chatbots:
– Early chatbots (e.g., ELIZA)
– Modern chatbots and AI advancements
· Types of Chatbots:
– Rule-based chatbots
– AI-driven chatbots
– Hybrid chatbots
· Chatbot Use Cases:
– Customer service
– E-commerce
– Healthcare
– Other industries
Session 2: Chatbot Design Principles:
· User-Centric Design:
– Understanding user needs and goals
– Creating user personas
· Conversation Design:
– Writing conversational flows
– Best practices for natural language interactions
– Error handling and fallback strategies
· Ethics in Chatbot Design:
– Privacy concerns
– Ethical considerations and biases
Session 3: Natural Language Processing (NLP):
· Introduction to NLP:
– Basic concepts and terminology
– Overview of NLP techniques
· Core NLP Tasks for Chatbot:
– Intent recognition
– Entity extraction
· NLP Tools and Frameworks:
– Overview of popular NLP libraries (e.g., spaCy, NLTK)
– Practical examples and exercises
Session 4: Building a Chatbot:
· Chatbot Development Platforms:
– Comparison of popular platforms (e.g., Dialog flow, Microsoft Bot Framework)
– Selecting the right platform for your needs
· Hands-On Development:
– Setting up a basic chatbot
– Implementing simple conversational flows
– Testing and debugging
Session 5: Advanced Features and Integration:
· Adding Advanced Features:
– Integrating with external APIs
– Handling complex queries
– Implementing machine learning models
· Integrating with Business Systems:
– CRM integration
– Data analytics and reporting
– Security and authentication
Session 6: Deployment and Maintenance:
· Deployment Strategies:
– Deploying on different platforms (web, mobile, messaging apps)
– Scalability and performance considerations
· Monitoring and Maintenance:
– Monitoring chatbot performance
– Continuous improvement and updates
· Future Trends and Innovations:
– Emerging technologies in chatbot development
– Future trends in AI and conversational interfaces
Training methods:
An explanation of each axis, followed by practical application and case studies, along with a pre- and post-exam to measure the impact of the training.
- معلومات عن الدورة:
عدد ساعات الدورة: 18 ساعة تدريبية
الرسوم : الرسوم للأعضاء 250$ / الرسوم لغير الأعضاء 350$
اليه الانعقاد: زووم
