Glossary of Terms
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Session 01 - Customer Service Evolution and AI Fundamentals
Session 02 - Navigating Customer Support Technology Ecosystems
Session 03 - Enhancing Service Operations Through Intelligent Assistance
Session 04 - Crafting Responses with Generative AI Techniques
Session 05 - Predicting Service Outcomes from Customer Signals
Session 06 - Understanding Emotions Through Conversation Analysis
Session 07 - Transforming Interactions with Voice Based Intelligence
Session 08 - Unifying Customer Data with Intelligent CRM Solutions
Session 09 - Designing Automated Support Processes and Workflows
Session 10 - Delivering Tailored Experiences Through Personalization
Session 11 - Managing Responsible AI and Customer Data Governance
Session 12 - Developing Practical Chatbots for Service Delivery
Assessments
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Assessment - 1. Foundations of AI in Customer Service
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Assessment - 2. AI Tools & Platforms Overview
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Assessment - 3. Chatbots & Conversational AI
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Assessment - 4. Generative AI for Customer Support
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Assessment - 5. AI-Powered Customer Analytics
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Assessment - 6. Sentiment Analysis & Emotion AI
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Assessment - 7. Voice AI & Intelligent Virtual Assistants (IVA)
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Assessment - 8. AI in CRM - Salesforce Einstein & Beyond
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Assessment - 9. Automating Customer Support Workflows
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Assessment - 10. Personalizing Customer Experience with AI
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Assessment - 11. Ethical AI, Bias & Compliance in Customer Service
Assignments
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Assignment - 1. Foundations of AI in Customer Service
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Assignment - 2. AI Tools & Platforms Overview
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Assignment - 3. Chatbots & Conversational AI
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Assignment - 4. Generative AI for Customer Support
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Assignment - 5. AI-Powered Customer Analytics
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Assignment - 6. Sentiment Analysis & Emotion AI
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Assignment - 7. Voice AI & Intelligent Virtual Assistants (IVA)
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Assignment - 8. AI in CRM - Salesforce Einstein & Beyond
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Assignment - 9. Automating Customer Support Workflows
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Assignment - 10. Personalizing Customer Experience with AI
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Assignment - 11. Ethical AI, Bias & Compliance in Customer Service
Lab Activity
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Lab Activity - 1. Map a customer journey and identify 5 AI intervention points using a provided template
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Lab Activity - 2. Set up a Zoho trial account and explore its AI features dashboard
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Lab Activity - 3. Build a functional FAQ chatbot using Tidio with at least 10 intents
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Lab Activity - 4. Configure a human handoff trigger based on negative sentiment
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Lab Activity - 5. Write prompt templates for common customer scenarios
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Lab Activity - 6. How to create a customer support dashboard
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Lab Activity - 7. Build a customer support KPI dashboard using a provided sample dataset in Google Looker Studio
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Lab Activity - 8. How to Build a Customer Feedback Analysis Process (with AI!)
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Lab Activity - 9. Design a voice call flow diagram for a billing support scenario using Lucidchart or Miro
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Lab Activity - 10. Website for Salesforce Einstein
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Lab Activity - 11. Build a Zapier workflow that automatically logs a new support ticket from a Gmail email and sends a Slack notification
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Lab Activity - 12. Marketing segment templates to turn insights into action
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Lab Activity - 13. Auditing a Customer Service Chatbot for Ethical AI, Bias & Compliance
Capstone Projects / Case Studies
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Capstone Project - 1. AI Customer Support Co‑Pilot for Agents
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Capstone Project - 2. AI Self‑Service Support Portal with Smart FAQ (RAG)
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Capstone Project - 3. Customer Churn and Escalation Risk Predictor
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Capstone Project - 4. Omnichannel Customer Feedback Analyzer
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Capstone Project - 5. Voice Bot for First‑Line Call Handling
Sample Resumes
Interview Questions
Prepare your Linkedin profile
Prepare your Resume
Final Quiz
