Assess the current state of conversational AI service automation against a structured set of criteria rather than impressions.
Automating Customer Service Operations with Conversational Artificial Intelligence
Build a working method for conversational AI service automation that stands up to scrutiny and survives daily pressure.
📍 Abu Dhabi🗓️ 5 training days📚 4 modules🎓 Accredited certificate
5intensive training days
4scientific modules
8training sessions
32detailed points
Course Overview
Technology choices around conversational AI service automation are easy to reverse on paper and expensive to reverse in practice. Boards are asking for measurable returns from service automation, not demonstrations. The programme converts this area of digital and data-driven work from an area of general awareness into a set of repeatable practices. Benchmarking exercises repeatedly place conversational AI service automation among the areas with the widest performance spread. The course leaves participants able to diagnose weaknesses in the wider digital and data-driven work agenda before they become incidents. Plans for service automation often fail at the handover point between functions. It suits anyone whose decisions touch conversational AI service automation, in large organisations and small ones alike. Exercises escalate in difficulty, ending with the ambiguous situations that make service automation hard in practice. The programme ends where implementation begins, with this strand of digital and data-driven work broken into steps someone can start on Monday.
Expected Learning Outcomes
Apply a repeatable review cycle to service automation and act on what it produces.
Plan the migration path for conversational AI service automation without an extended outage or a parallel-running trap.
Build a security and access model for service automation appropriate to the sensitivity of the data involved.
Anticipate the objections that conversational AI service automation will attract internally and answer them in advance.
Specify the data service automation depends on, where it originates and who is accountable for its quality.
Build the internal skills to operate conversational AI service automation without permanent vendor dependency.
Who Should Attend
Risk and compliance staff assessing the controls around conversational AI service automation.
Quality staff verifying that service automation performs as designed.
Product owners prioritising the roadmap for conversational AI service automation.
Specialists advising senior management on service automation.
Vendor and contract managers overseeing suppliers involved in conversational AI service automation.
Information security officers reviewing the exposure created by service automation.
Course Modules
Conversational AI service automation: governance, ethics and explainability
2 sessions · 8 pointsSession 1The pilot that actually settles the argument about conversational AI service automation
- Rank the weaknesses in conversational AI service automation by consequence rather than by ease of fixing.
- Check that service automation still works when volumes rise unexpectedly.
- Test conversational AI service automation against edge cases drawn from real historical records.
- Record the reasoning behind each architectural choice in service automation.
Session 2What has to be agreed before work on service automation starts
- List the data sources conversational AI service automation consumes and confirm each has a named owner.
- Define the trigger that would require service automation to be redesigned.
- Map the handovers in conversational AI service automation between functions and secure them.
- Agree the indicators that will show whether service automation is improving.
Service automation: measuring benefit and retiring what it replaces
2 sessions · 8 pointsSession 1Making service automation work when resources are constrained
- Plan how conversational AI service automation is versioned and how a bad release is rolled back.
- Identify the skills the team lacks to operate service automation independently.
- Agree the smallest change to conversational AI service automation that would be visibly useful.
- Verify that service automation still performs when input volume doubles unexpectedly.
Session 2Testing service automation before relying on it
- Set the metrics that will show whether conversational AI service automation is drifting from its intended behaviour.
- Anticipate the objections service automation will raise and prepare the answers.
- Prepare the response for the most likely failure in conversational AI service automation.
- Record what was learned when service automation did not go as planned.
Service automation: architecture, integration and the existing estate
2 sessions · 8 pointsSession 1Where service automation touches systems nobody wants to change
- Assess the regulatory obligations conversational AI service automation triggers in each jurisdiction.
- Confirm the retention and deletion rules applied to data inside service automation.
- Record the rationale for each significant choice made about conversational AI service automation.
- Rehearse the briefing on service automation that would follow an incident.
Session 2What breaks first when conversational AI service automation meets real volume
- Identify every system conversational AI service automation must read from or write to.
- Decide what will be stopped to create capacity for service automation.
- Specify the fallback path when conversational AI service automation is unavailable.
- Estimate compute and licensing cost for service automation at expected and at peak load.
Service automation: cost, licensing and total running expense
2 sessions · 8 pointsSession 1Choosing a supplier for service automation without being captured
- Arrange the handover of conversational AI service automation so capability survives staff changes.
- Define the exit route from the supplier supporting service automation.
- Establish what evidence demonstrates conversational AI service automation is under control.
- Define the service level service automation must meet and what happens when it is missed.
Session 2The governance service automation needs and the governance it does not
- Agree who is on call for conversational AI service automation outside working hours.
- Identify the data already collected that bears on service automation.
- Assign responsibility for keeping documentation of conversational AI service automation current.
- Decide which legacy process service automation retires, and set the date.
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
We will contact you within one business day to confirm.