AI in Customer Service Operations
Automation applied badly to service increases effort for customers and cost for the organisation. This course covers deploying automation across service channels in ways that help rather than deflect.
Course outline
What this programme covers, module by module.
- 01Where automation helps service and where it damages it
- 02Identifying tasks suitable for automation
- 03Designing assisted and automated journeys together
- 04Agent assist: automation supporting rather than replacing
- 05Intelligent routing, prioritisation and triage
- 06Measuring resolution rather than deflection
- 07Quality assurance as automation scales
What you will gain
- Identify service tasks suitable for automation
- Design assisted and automated journeys together
- Use automation to support agents rather than replace them
- Route and prioritise contacts intelligently
- Measure resolution rather than deflection
- Maintain quality as automation scales
Who should attend
- Contact centre and service managers
- Customer experience leaders
- Digital channel managers
- Operations staff deploying service technology
Upcoming sessions
| Date | City | Duration | Fees | Book |
|---|---|---|---|---|
| 9 to 11 Nov 2026 | Durban | 3 Days | R13,000 | |
| 23 to 25 Nov 2026 | Cape Town | 3 Days | R13,000 | |
| 11 to 13 Jan 2027 | Johannesburg | 3 Days | R13,000 | |
| 9 to 11 Feb 2027 | London | 3 Days | US$1,500 | |
| 19 to 21 Apr 2027 | Dubai | 3 Days | US$1,500 | |
| 29 Jun to 1 Jul 2027 | Pretoria | 3 Days | R13,000 |
Fees are per delegate and exclude VAT. Public intakes are confirmed once minimum numbers are met. We also deliver this course on your own schedule, in-house or live online.
Enquire about this course
Register your team or ask for a tailored in-house quote. We reply within one working day.
WhatsApp usCourse brochure (PDF)- Fees from
- R13,000 per delegate
- Duration
- 3 Days
- Field
- Artificial Intelligence & Emerging Technology
- Formats
- In-house, public, online
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