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Description

Artificial Intelligence in Customer Relations: Framing, Tooling and Deployment

Identify the artificial intelligence use cases that genuinely serve both the customer and the team

  • 2 days — 14 h
  • In-person or virtual
  • Foundation
  • Up to 6 participants

Artificial intelligence tools are entering customer service functions at speed: conversational agents, suggested replies, conversation summaries and feedback analysis. Projects tend to stumble over the same obstacles: approximate answers caused by a knowledge base that is not kept up to date, customers trapped in an automated journey and teams worried about the future of their roles.

Two days to approach these subjects from the right angle: separating useful use cases from marketing claims, setting quality and confidentiality conditions, organising the place of the human adviser and leading the change. The work concludes with a pilot roadmap drafted by each participant.

Learning objectives

  • Identify the artificial intelligence use cases that are relevant to a customer service function
  • Assess the quality of the answers produced by a tool before it goes live
  • Define the usage and confidentiality rules applicable to customer data
  • Organise the interface between automated handling and adviser take-over
  • Support teams as their roles evolve
  • Build a pilot roadmap together with its evaluation criteria

What makes this programme different

Every use case discussed is tested against a real situation from the participant's own service
The answers produced by the tools are assessed using a scoring grid built during the session
A pilot roadmap is written up before the end of the programme

Programme

1Mapping the Use Cases

Separating what serves the customer from what simply sounds impressive

  • Understand in plain terms what these tools can and cannot do
  • List the use cases on the customer side and on the adviser side
  • Assess the maturity of your service and of your data
  • Identify the tasks where automation damages the relationship

2Supporting the Adviser

Saving time without degrading the answer

  • Use suggested replies and conversation summaries
  • Review and correct an automatically generated output before sending
  • Maintain the knowledge base that feeds the tools
  • Make use of customer feedback analysis
  • Establish what must never be delegated to a tool

3Automating Customer Contact

Planning the exit as carefully as the entry

  • Select the requests that can be handled without human intervention
  • Design an automated journey and its escalation conditions
  • State clearly to the customer the nature of the party they are dealing with
  • Handle the cases where the tool gets it wrong
  • Measure satisfaction across automated journeys

4Framing and Leading the Change

Setting the rules before deploying

  • Define the rules governing the use of customer data
  • Document the processing activities and the controls put in place
  • Involve teams in the design stage rather than in use alone
  • Adapt indicators and day-to-day working practices
  • Steer a pilot and decide what happens next

Who is it for

Customer relations managers, quality managers, project managers and supervisors responsible for introducing artificial intelligence tools within a customer service function.

Prerequisites

No specific technical prerequisites

Dates & locations

36 scheduled dates between November 2026 and December 2027. Seats are confirmed in the order enquiries are received.

November 2026

December 2026

January 2027

February 2027

March 2027

April 2027

May 2027

June 2027

September 2027

October 2027

November 2027

December 2027

None of these dates suit you? We open additional sessions on request, and any programme can be run privately for your team.

Practical details

Before the programme
Online positioning questionnaire. Your development objectives are shared with the trainer, who tailors the practical case studies to your context.
Teaching methods
Theoretical input, workshops and practical case studies. Digital course materials and method sheets provided.
Assessment
Multiple-choice tests and role-play exercises. Assessment of learning at the start and end of the programme, with immediate and 60-day follow-up evaluations.
After the programme
One year of access to the e-learning platform. Self-assessment of the skills acquired and a 30-day follow-up session with your trainer.
How to register
Registration online or on the basis of a quotation.
Lead time
11 working days after confirmation of registration.
Accessibility
Accessible to people of determination. Contact our accessibility coordinator to design a suitable solution: contact@mpf-academy.ae
Start dates
Rolling intake: in addition to the scheduled sessions, this programme can start on request.