Establish monitoring that detects model or service degradation in AI-enabled customer service before users report it.
Artificial Intelligence for Customer Service Advancement
A structured, applied course in AI-enabled customer service — designed to be used the week you return.
📍 Abu Dhabi🗓️ 5 training days📚 4 modules🎓 Accredited certificate
5intensive training days
4scientific modules
8training sessions
32detailed points
Course Overview
Boards are asking for measurable returns from AI-enabled customer service, not demonstrations. Most organisations now hold more data about this aspect of digital and data-driven work than they can actually act on. Content is organised around the decisions practitioners actually face in the digital and data-driven work discipline, not around theory headings. It is pitched for practitioners with responsibility for AI-enabled customer service, not for observers of it. They acquire practical criteria for judging when the digital and data-driven work capability is working and when it is only appearing to. Ambition around the digital and data-driven work discipline outruns capacity unless the sequencing is deliberate. The professional literature on AI-enabled customer service converges on a small set of controls that reliably work. The method assumes participants will be challenged on their handling of this aspect of digital and data-driven work and prepares them for it. The final session converts the week's work on this part of digital and data-driven work into commitments with owners and dates.
Expected Learning Outcomes
Set retention, lineage and deletion rules for the data flowing through AI-enabled customer service.
Establish what evidence would demonstrate that AI-enabled customer service is under control.
Specify the data AI-enabled customer service depends on, where it originates and who is accountable for its quality.
Build a concise delivery roadmap for AI-enabled customer service that colleagues can follow without further explanation.
Set acceptance criteria for AI-enabled customer service before work begins rather than after.
Evaluate the bias, fairness and explainability obligations attaching to AI-enabled customer service.
Who Should Attend
Operations staff who encounter the consequences of AI-enabled customer service directly.
Chief information officers accountable for the investment in AI-enabled customer service.
Business partners who must understand AI-enabled customer service well enough to challenge it.
Public sector digital leads applying AI-enabled customer service under procurement and privacy rules.
Information security officers reviewing the exposure created by AI-enabled customer service.
Data and analytics leads responsible for the pipelines behind AI-enabled customer service.
Course Modules
AI-enabled customer service: governance, ethics and explainability
2 sessions · 8 pointsSession 1Who owns AI-enabled customer service once the project team disbands
- Benchmark the organisation's AI-enabled customer service against comparable operations.
- Agree the smallest change to AI-enabled customer service that would be visibly useful.
- Identify every system AI-enabled customer service must read from or write to.
- Identify the data already collected that bears on AI-enabled customer service.
Session 2The data question everyone skips at the start of AI-enabled customer service
- Estimate the resource AI-enabled customer service requires to run as designed.
- Record the reasoning behind each architectural choice in AI-enabled customer service.
- Identify the skills the team lacks to operate AI-enabled customer service independently.
- Build the internal briefing that explains AI-enabled customer service to those affected.
AI-enabled customer service: cost, licensing and total running expense
2 sessions · 8 pointsSession 1Keeping AI-enabled customer service alive after the initial push
- Decide what will be stopped to create capacity for AI-enabled customer service.
- Test the procedure for AI-enabled customer service against a realistic scenario.
- Specify the fallback path when AI-enabled customer service is unavailable.
- Review whether AI-enabled customer service is aligned with the objectives of the transformation programme.
Session 2Where AI-enabled customer service typically breaks, and why
- Establish who is informed, consulted and accountable in AI-enabled customer service.
- Set the metrics that will show whether AI-enabled customer service is drifting from its intended behaviour.
- Define the exit route from the supplier supporting AI-enabled customer service.
- Plan the sequence in which improvements to AI-enabled customer service will be introduced.
AI-enabled customer service: security, privacy and regulatory obligation
2 sessions · 8 pointsSession 1The governance AI-enabled customer service needs and the governance it does not
- Decide which legacy process AI-enabled customer service retires, and set the date.
- Verify that AI-enabled customer service still performs when input volume doubles unexpectedly.
- Set out the decisions in AI-enabled customer service that require sign-off and by whom.
- List the data sources AI-enabled customer service consumes and confirm each has a named owner.
Session 2Making AI-enabled customer service secure without making it unusable
- Classify the data in AI-enabled customer service and apply access controls that match the classification.
- Prepare the response for the most likely failure in AI-enabled customer service.
- Agree who is on call for AI-enabled customer service outside working hours.
- Design the pilot for AI-enabled customer service so that a negative result is still useful.
AI-enabled customer service: from pilot to production
2 sessions · 8 pointsSession 1What to measure in AI-enabled customer service and what to ignore
- Verify six months later that changes to AI-enabled customer service have held.
- Estimate compute and licensing cost for AI-enabled customer service at expected and at peak load.
- Measure the current quality of the data feeding AI-enabled customer service before assuming it is usable.
- Identify single points of dependency in AI-enabled customer service and reduce them.
Session 2Where AI-enabled customer service touches systems nobody wants to change
- Build the user briefing that explains what AI-enabled customer service does and does not decide.
- Prepare the summary of AI-enabled customer service that senior management will read.
- Map the handovers in AI-enabled customer service between functions and secure them.
- Confirm the retention and deletion rules applied to data inside AI-enabled customer service.
Choose the package that suits you
Silver Package
At least 3 people
USD1,250
- Workshop or Program Participation
- Airport Transfers
- Customized Badge
- Expert Mentorship (Private Sessions)
- Supervision & Secretarial Services
- Accredited Certificate of Participation
- Complete Training Kit
- Coffee Break
- Closing Ceremony
Gold Package
At least 3 people
USD1,850
- 5-night stay in a 5-star hotel
- Workshop or Program Participation
- Airport Transfers
- Customized Badge
- Expert Mentorship (Private Sessions)
- Supervision & Secretarial Services
- Accredited Certificate of Participation
- Complete Training Kit
- Coffee Break
- Closing Ceremony
Complete your registration
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