AI for Customer Communication Management

Deskripsi Pelatihan

This course equips participants with the knowledge and practical skills to implement Artificial Intelligence (AI) in managing customer communication across digital channels. It covers the design of AI-powered chatbots, sentiment analysis, automated messaging, and omnichannel integration—all grounded in best practices for customer service excellence. The program is aligned with national competency standards and prepares learners for professional certification.

Tujuan

• Understand key AI concepts (Machine Learning, NLP, and data analytics) and how they apply to customer service.

• Design and deploy a functional AI chatbot with at least 3 customer service scenarios, including escalation paths.

• Analyze customer feedback using sentiment analysis tools and report insights with ≥ 85% accuracy.

• Implement personalized automated communication (email, chat, notifications) using customer segmentation.

• Integrate AI into omnichannel service platforms, ensuring consistent and seamless customer experience.

• Measure service performance using AI-driven KPIs, including response time, customer satisfaction, and resolution rates.

• Apply ethical standards and data privacy principles in managing customer data and AI decision-making.

Target Peserta

1. Customer Service Professionals looking to enhance service quality through technology

2. CRM & Customer Experience (CX) Teams focused on personalization and retention

3. Digital Communication Officers managing multi-channel platforms

4. IT Support / Developers building AI-based customer interaction tools

5. Trainers and Managers preparing teams for AI transformation in customer care

6. Professionals pursuing national or international certification in Customer Service Excellence, Digital Service, or AI Strategy

Silabus

• Role of AI in modern customer engagement

• Core technologies: NLP, ML, Predictive Analytics

• Overview of customer experience transformation

• Understanding intents, entities, and dialogue flow

• Creating customer service chatbots with tools (e.g., ChatGPT, Dialogflow)

• Escalation to human agents and fallback mechanisms

• Basics of sentiment analysis and text classification

• Tools for processing customer feedback

• Reporting actionable insights from AI analytics

• AI-driven email/chat/message automation

• Behavioral and demographic segmentation

• Designing tailored customer journeys using AI

• Principles of omnichannel service

• Integrating chatbots and AI into websites, apps, WhatsApp, etc.

• Case studies of successful omnichannel AI deployment

• Managing customer data responsibly

• Avoiding bias in AI algorithms

• Regulatory frameworks: GDPR, Indonesia’s PDP Law

• Defining KPIs: Response time, CSAT, NPS, automation rate

• Real-time monitoring using AI dashboards

• Evaluating impact and continuous improvement

Fasilitas

• Modul pelatihan dan seminar KIT
• Makan siang dan rehat kopi.