AI for Business & Productivity · Intermediate level

Intermediate level · Module 3 of 6 · 15 guided hours

AI for Customer Engagement

Plan chatbots and personalised communication that help customers while staying honest, safe and easy to escalate.

Learning objectives

  • Scope a customer-facing chatbot
  • Personalise communication responsibly
  • Monitor quality and escalate to people when needed

Topics

  • chatbot use cases and limits
  • scope and knowledge base
  • WhatsApp and website channels
  • personalisation and consent
  • escalation to staff
  • quality monitoring

Lessons

  1. Lesson 1 Scoping a Customer Chatbot

    Decide what a chatbot should and should not do, and build its knowledge base.

    use casesout-of-scope topicsknowledge basedisclosure as automated

  2. Lesson 2 Personalised Communication

    Use AI to personalise customer messages while respecting consent and privacy.

    customer segmentsconsent and opt-outpersonalisation limitsmessage frequency

  3. Lesson 3 Escalation and Quality Monitoring

    Hand conversations to staff at the right moment and monitor chatbot quality.

    escalation triggershandover to staffconversation reviewimprovement cycle

Practical activity

Write the specification and knowledge base for a customer chatbot for the chosen business, test it with a no-code chatbot tool or a prompt prototype and define escalation rules.

Expected outcomes

  • Realistic, safe chatbot plans
  • Responsible personalisation

Assessment

Chatbot specification and test log reviewed for scope, accuracy, escalation and honesty.

Taught live by an instructor — online or in person. Free course lessons are for self-study and do not lead to a certificate — see registration options.