AI-Powered Customer Service, CRM & Contact Centre Optimisation | Trajlon Group

Course image

AI-Powered Customer Service, CRM & Contact Centre Optimisation

Course Type

Short Course

Category

AI

Duration

5 Days

Ratings

Training Objectives

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Course Overview

This course provides advanced knowledge and practical skills on the application of Artificial Intelligence (AI) in customer service, customer relationship management (CRM), and contact centre operations.

It focuses on how AI-driven tools can enhance customer experience, service efficiency, personalization, and performance management across digital and human-assisted service channels.

Participants will gain the capacity to deploy AI responsibly to optimize service delivery, improve customer satisfaction, reduce costs, and support data-driven decision-making in customer-facing operations across public and private sector organisations.

Target Audience

Customer service and experience managers Contact centre and call centre managers CRM administrators and business analysts Marketing, sales, and customer engagement professionals Digital transformation and ICT officers Public sector service delivery managers Utility, banking, telecom, and retail service managers Senior managers responsible for customer-facing operations

Course Outline

Introduction to Artificial Intelligence, machine learning, and data analytics Evolution of customer service and contact centre technologies Data-driven customer engagement and service management Overview of AI applications in CRM and service operations Opportunities and limitations of AI adoption in customer service

Chatbots, virtual assistants, and conversational AI Natural language processing (NLP) for customer interactions Omnichannel customer engagement and experience design Personalisation engines and recommendation systems Managing seamless human–AI collaboration

AI-driven call routing and workforce management Speech analytics and sentiment analysis Real-time performance monitoring and dashboards Predictive analytics for call volumes and service demand Improving service levels and first-contact resolution

Customer data integration and 360-degree customer views AI-supported customer segmentation and profiling Churn prediction and retention strategies Customer lifetime value (CLV) analytics Using insights to drive sales and service strategies

Automated quality monitoring and compliance checks Root cause analysis of service issues AI-driven feedback analysis and voice-of-customer systems Continuous service improvement using analytics Measuring customer satisfaction and experience outcomes

Customer data privacy and protection requirements Bias, fairness, and transparency in AI-driven interactions Ethical use of AI in customer engagement Accountability and human oversight in automated services Regulatory and compliance considerations

Assessing organisational readiness for AI adoption Integrating AI with existing CRM and contact centre platforms Change management and workforce enablement Vendor selection, procurement, and system governance Investment appraisal and business case development

Generative AI and advanced conversational systems AI-powered self-service and digital assistants Proactive and predictive customer service models Regional and global case studies Preparing organisations for the future of customer experience

By the end of this course, participants will be able to:

Understand core AI concepts and their relevance to customer service and CRM Apply AI tools to automate, personalize, and optimise customer interactions Use AI-driven analytics to improve service quality and customer satisfaction Enhance contact centre performance through predictive and real-time insights Address data privacy, ethics, and governance challenges in AI-enabled service environments Support digital transformation and continuous improvement in customer service operations

Download Brochure!

Download this comprehensive brochure to explore the course overview, discover the key skills and knowledge you will gain, and review the detailed course outline – all conveniently accessible offline. Feel free to share this informative resource with colleagues and others who may benefit from this learning opportunity.

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Duration:5 Days
Modules:8
Traininglive classes
Group discount:Yes
Language:English

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AI-Powered Customer Service, CRM & Contact Centre Optimisation | Trajlon Group