AI for Customer Experience
Use AI chatbots, personalisation and analytics to serve customers faster and more personally, without losing the human touch.
- 3 days
- Classroom · Live virtual · In-house
- Afriskora Certificate of Completion
Course overview
Customers expect fast, personal service on every channel. This course shows customer experience and marketing teams how AI can personalise offers, resolve queries through chat and voice assistants, analyse customer feedback at scale and predict churn, and how to design human handoffs and safeguards so that automation improves rather than damages relationships.
Who should attend
- Customer experience and service managers
- Marketing and digital teams
- Contact centre managers
- Product owners
What you will be able to do
- Map the customer journey and find AI opportunities
- Design AI chat and voice assistants with good handoffs
- Personalise communication and offers responsibly
- Analyse feedback and sentiment with AI
- Measure CX impact and manage risks
Course outline
Module 1AI and the customer journey
- • Journey mapping
- • Where AI helps and where it hurts
- • Data foundations
- • POPIA and consent
Module 2AI in service and marketing
- • Chatbots and virtual agents
- • Agent-assist tools
- • Personalisation engines
- • Churn prediction
Module 3Insight and measurement
- • Sentiment and text analytics
- • CX metrics: NPS, CSAT, effort
- • Human-in-the-loop design
- • CX roadmap
Frequently asked questions
How long is the AI for Customer Experience course?
The course runs for 3 days. Daily start and finish times are confirmed in your joining instructions. Live virtual sessions cover the same programme.
Do I receive a certificate?
Yes. Every participant who completes the course receives an Afriskora Certificate of Completion with a unique code that employers can verify online.
Can this course be delivered in-house for our team?
Yes. We can run it at your premises or online for your team, on dates that suit you, and adapt examples and case studies to your sector.
How do I book and pay?
Request dates and we'll send available sessions and a quote. Bookings are confirmed by invoice and paid by EFT. South African clients can include the course in their Workplace Skills Plan.
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