Enhancing Customer Experience with AI

Enhancing Customer Experience with AI

Introduction

Customer service is at the heart of customer satisfaction, retention, and brand reputation. As customer expectations rise and service channels multiply (email, chat, social media, calls), Artificial Intelligence (AI) is becoming a critical enabler for delivering faster, more consistent, and more personalised customer experiences.

Advances in Generative AI, Large Language Models (LLMs), and conversational AI allow customer service teams to respond more efficiently, handle higher volumes, standardise service quality, and support agents in real time—without replacing the human touch. AI can assist across the entire customer service lifecycle, from inquiry handling and complaint resolution to knowledge management, reporting, and service improvement.

This course provides a practical, customer-service-focused introduction to AI. Participants will learn AI fundamentals, understand how different AI tools support service workflows, and gain hands-on experience using leading GenAI tools to improve response quality, speed, and professionalism—while maintaining empathy, ethics, and organisational standards.

Who Should Attend

This course is designed for professionals involved in customer-facing and service support roles, including:

Customer service and support officers
Call centre and contact centre staff
Customer experience (CX) teams
Helpdesk and service desk personnel
Frontline supervisors and team leaders
Operations and service quality managers
Sales support and after-sales service teams

No prior AI or technical background is required.

Level: Beginner to Intermediate. No prior AI or technical background is required.

Delivery Mode: 2-days, In-house. Instructor-led, hands-on AI tools (no coding required).

Outcome

By the end of this course, participants will be able to:

Understand core AI concepts relevant to customer service operations
Distinguish between AI, Machine Learning, LLMs, chatbots, and Generative AI
Evaluate and select AI tools suitable for customer service workflows
Use AI to draft, improve, and standardise customer responses
Apply AI to complaint handling, FAQs, and knowledge base creation
Improve service efficiency without losing empathy or professionalism
Use AI responsibly within ethical, legal, and organisational boundaries

Select to design your own content and request for a customized quotation

No	Topic	Topic Description
1	Understanding AI for Customer Service	What Artificial Intelligence is and is not Relationship between: Artificial Intelligence Machine Learning Conversational AI Large Language Models (LLMs) Generative AI How AI supports customer service: faster response handling consistency across agents knowledge retrieval customer sentiment understanding Strengths and limitations of AI in customer service
2	AI Tools Landscape for Customer Service Teams	Overview of AI tools for customer service: ChatGPT, Gemini, Copilot, Claude Perplexity, Grok, Manus, DeepSeek, Qwen, NotebookLM Differences in tools for: customer communication response accuracy and tone summarisation and knowledge search Selecting the right AI tool for: email and chat responses complaint handling internal support and escalation notes Prompt engineering fundamentals for service scenarios Hands-On Activities Writing prompts for customer inquiries and complaints Comparing empathetic vs non-empathetic AI responses Refining tone, clarity, and professionalism
3	AI for Customer Communication and Response Writing	Using AI to: draft customer emails and chat replies adjust tone (polite, empathetic, firm, apologetic) personalise responses at scale Handling difficult customers with AI support Multilingual and simplified communication using AI Hands-On Activities Drafting responses for common customer scenarios Improving response quality using AI feedback
4	Responsible AI, Ethics, and Trust in Customer Service	Risks of AI in customer service: inaccurate or misleading responses loss of human empathy inconsistent service tone Data privacy and customer confidentiality Human-in-the-loop customer service models When AI should support vs when humans must lead Best practices for responsible AI use in customer interactions
5	AI for Complaint Handling and Escalation	AI-assisted complaint analysis and categorisation Drafting professional complaint responses Supporting escalation and resolution workflows Maintaining brand voice under pressure Hands-On Activities Handling real-world complaint scenarios using AI Improving resolution clarity and tone
6	AI for FAQs, Knowledge Base, and Self-Service	Using AI to: create and maintain FAQs summarise policies and procedures support internal knowledge sharing NotebookLM for document-based service knowledge Reducing repetitive inquiries through AI Hands-On Activities Generating FAQs from existing documents Improving knowledge base clarity
7	AI-Enabled Customer Service Workflow	Designing AI-supported service workflows: inquiry → response → resolution → follow-up Integrating AI into daily service operations Improving response time, consistency, and quality Measuring service performance with AI support Exercise Designing an AI-assisted customer service workflow
8	AI Strategy for Customer Service Teams and Leaders	Identifying high-impact AI opportunities in customer service Positioning AI as a service assistant, not a replacement Establishing AI usage guidelines and service standards Preparing customer service teams for AI-enabled roles Continuous improvement of customer experience using AI Workshop Drafting a high-level AI adoption plan for a customer service team

Expert

Dr. Mohammed Muayad Abdulrazzaq

Dr. Mohammed Muayad Abdulrazzaq, fondly known as Dr. Obay is an accomplished AI Trainer, Academic Leader, TEDx Speaker, Industry Advisor, and Entrepreneur, internationally recognised for his contributions to Artificial Intelligence education, research, and innovation. Holding a Ph.D. in Artificial Intelligence and bringing over 20 years of experience across the information technology landscape, Dr. Obay’s expertise spans AI, Big Data Science, Machine Learning, Deep Learning, Generative AI, Large Language Models (LLMs), and Immersive Technologies. As a certified and HRD Corp-accredited trainer, Dr. Obay has trained more than 5,000 professionals, students, and business leaders through highly practical and results- driven programs in Data Science, AI Engineering, Generative AI, and LLMs. His workshops are widely praised for their clarity, relevance, and ability to translate complex AI concepts into real-world business impact. Recently, Dr. Obay was honoured to begin a new chapter as an Industry Advisor at ICMS, contributing to advanced programs and professional certifications in Generative AI, Large Language Models, Google AI & Machine Learning, and Microsoft Azure AI. His advisory role bridges academia and industry by empowering future-ready talent and organisations to thrive in the era of intelligent automation. Recognised for his excellence in AI education and leadership, Dr. Obay serves as an ELITE Fellow at the University of Malaya (UM) — Malaysia’s top-ranked university — and as an Adjunct Associate Professor at Taylor’s University, where he supervises Ph.D. and Master’s students at Taylor’s University and the International Islamic University Malaysia (IIUM). His academic work focuses on applying AI to solve real- world problems while shaping the next generation of innovators. An entrepreneur at heart, he is the Founder of Artificial Intelligence & Coding for All (AIC4ALL) — a global learning platform that equips learners of all ages with essential skills in AI, coding, and data science for IR 4.0 & IR 5.0. He also leads INNOEYETIVE, a digital innovation agency leveraging AI, Big Data, and Immersive Tech to accelerate digital transformation. As a TEDx and international speaker, Dr. Obay has delivered impactful talks and keynotes that demystify AI, inspire innovation, and promote ethical adoption of emerging technologies. His lifelong mission is simple yet powerful — to empower professionals, educators, and leaders worldwide to harness the transformative power of AI for a better, smarter future.