Digital Customer Success AI Alumni Course
Course description
Learners will explore a variety of AI tools, building the mindset to confidently use tools available on the job and adapt to the ever-changing AI landscape. By experimenting with different tools, learners will learn how to select the right one for specific tasks, optimize productivity, and stay ahead in the fast-evolving world of AI. At the same time, they will develop the skills to balance AI’s capabilities with a thoughtful, human-centric approach, ensuring they make decisions that prioritise empathy, adaptability and ethical considerations.
This module combines hands-on practice with reflective exercises and discussions to help learners build confidence in using AI tools.
They will:
- Explore and evaluate AI tools for a range of tasks including customer service tasks.
- Practice creating effective prompts for AI tools.
- Use real-world case studies to discuss ethics, critical thinking, and personal responsibility.
- Engage with peers and course creators in discussion forums.
- Engage with AI generated content including videos and podcasts.
Upon completion, learners will get access to an AI Toolkit with practical tips and techniques to help them use AI effectively in both their personal and professional life.
Tools you will explore
- TextCortex
- Perplexity
- ChatGPT
- Gemini
Modules
➤ Pre-Program
- Set up of accounts for AI tools
➤ Overview: Experiencing AI in the DCS Role
- Experience an AI-driven interaction in a digital customer service scenario to understand the potential impact on the customer experience
- Reflect on the applications, limitations, and ethical considerations of AI tools in customer service
- Articulate the relevance and purpose of this technical unit/module
➤ Using AI in the Customer Service Industry
- Describe how AI is transforming the customer service industry by identifying key applications
- Describe how DCS Agents can utilise AI tools in their role
- Identify when a human response is needed to resolve complex issues, build rapport, or handle sensitive customer needs
➤ Case Study 1 – Enhancing Customer Service with AI
- Evaluate if the DCS Agent demonstrates preparedness to use AI in their workplace
➤ Explore & Evaluate AI Tools for the Customer Service Context
- Use multiple AI tools by completing tasks specific to customer service functions
- Evaluate and compare the effectiveness of various AI tools based on usability, features, and impact on customer service
- Reflect on the practical applications and limitations of AI tools, recognising potential pitfalls such as over dependency
➤ Draft Effective Prompts for AI Tools
- Describe the principles and techniques for effective prompting
- Explore different approaches to prompting
- Practise an approach to creating prompts, focusing on clarity and specificity
➤ Mid Point Discussion Forum
- Reflect on the learning progress and identify key insights or challenges
- Engage with peers to share perspectives and learn from one another’s experiences
➤ Practice Personal Responsibility in the use of AI
- Understand key ethical issues related to AI in the customer service context, including the importance of data privacy and responsible AI use.
- Examine and interpret AI-related policies or guidelines.
- Assess scenarios where data privacy or misuse of AI impacted individuals or organisations
➤ Case Study 2 – Practising Personal Responsibility when Using AI
- Evaluate if the DCS Agent demonstrates personal responsibility when using AI
➤ Practice Critical Thinking when using AI
- Demonstrate the ability to critically assess AI-generated responses.
➤ Drills: Critically Evaluate AI Outputs
- Demonstrate the ability to critically assess AI-generated responses
- Introduce a framework for evaluating accuracy, relevance, and bias in AI outputs
➤ End Point Discussion Forum
- Reflect on the learning progress and identify key insights or challenges
- Engage with peers to share perspectives and learn from one another’s experiences