Description
The Revolution in Business and Work Methods
This training is part of the AI Generative Toolbox - ChatGPT & Co. programme. This hands-on programme aims to increase the productivity of key business services (administrative support, legal, IT, marketing, finance, HR, project management, and customer support). It has been designed by passionate experts specialising in various fields, united by their expertise in Generative AI. The pool of trainers encompasses a wide range of skills, each bringing a unique perspective to maximise the impact of AI in your business.
The pedagogical scheme has been designed to provide participatory training during which participants practice and apply to their business cases.
Objectives
At the end of the training, the participant will be able to:
Understand the impacts of AI on support service professions
Utilise AI tools as levers to accelerate and improve the quality of customer request processing
Programme
PART 1 - Theoretical Refresh and “Use Cases”
Introduction to AI: Understanding origins, opportunities, and risks
How AI can revolutionise the functions of support agents
Uses of AI: Task optimisation, process automation, personal assistant, becoming an augmented employee
Generative artificial intelligence tools and how to use them in support service professions
PART 2 - Implementation of AI in Work and “Case Studies”
Discovery of tools, the art of the prompt, and revolutionary case studies
Automated responses to common queries
Assistance in problem resolution
Automatic ticket sorting and classification
Sentiment analysis
Suggestions for contextual responses
Automation of follow-up processes
Virtual training of agents
Personalisation of interactions
Interactive discussions and briefings on individual exercises (in compliance with GDPR).
Building a customised GPT based on company information
Analysis of customer feedback (overall sentiment, translation, etc.)
Preparation of more personalised email responses
Training and onboarding new team members in support
Assistant for support, faster internal document search
AI for internal use vs. external use
PART 3 – Reinforcement and Deepening of Knowledge
Presentation of completed work
Exercise debriefing
Q&A session
Target audience
Support technicians, support agents, customer service officers, back-office personnel
Pedagogical Approach
3 hours in person
Individual work
2-hour virtual class
Prerequisites
Participants must bring their laptop.
Participants must have a ChatGPT Plus, GitHub Copilot, Microsoft Copilot (Android or iOS), Google Gemini, or open-source model account. The use of the free version could be limiting for some practical exercises.
Note
Please be aware that the versions of the AI tools used may not always be operational or accessible during training sessions. The facilitators will adapt accordingly.
Conditions
Course Material
The training material will be handed out at the beginning of the course.
Certificate
At the end of the training, participants will receive a certificate of participation issued by the House of Training.
Location
L-1615 Luxembourg
Luxembourg