☎️Artificial Intelligence in Call Center and Customer Experience

Commerce & Services · 12 units · free, no membership

1 Introduction to Artificial Intelligence in Call Center and Customer Experience: Roles, Boundaries, Authentication and Privacy

2 Voice and Text Bots: IVR, Chatbot and Voicebot Design

3 Conversation Design and the Virtual Assistant: Intent, Dialogue, and Natural Experience

4 Call Summary and Auto-Tagging: Reducing Wrap-up to Seconds

5 Knowledge Base and RAG: How Bot and Agent Find the Correct Answer

6 Agent Assist: Real-Time Help

7 Sentiment Analysis and Quality Management: QA with Speech Analytics

8 Self-Service and Automation: Customer Self-Solving

9 Data Privacy, Security and Compliance: KVKK, PCI-DSS and Masking

10 Escalation and Human-Artificial Intelligence Collaboration

11 Measurement, KPI and Continuous Improvement: What to Monitor and How?

12 Building an End-to-End CX-AI Program: Integration and Governance

All trainings Start from unit 1