# AI for Customer Experience

> Use AI chatbots, personalisation and analytics to serve customers faster and more personally, without losing the human touch.

- **Provider:** Afriskora Training Solutions
- **Category:** Sales, Marketing & Customer Service
- **Duration:** 3 days
- **Formats:** classroom (cities across Africa), live virtual (Zoom/Teams), in-house for teams
- **Certificate:** Afriskora Certificate of Completion, verifiable online
- **Booking:** request dates and a quote; invoice and EFT payment
- **Web page:** https://afriskora.co.za/courses/sales-marketing-customer-service/ai-for-customer-experience
- **Request dates:** https://afriskora.co.za/request-training?course=ai-for-customer-experience

## 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

## Learning outcomes

- 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 1: AI and the customer journey

- Journey mapping
- Where AI helps and where it hurts
- Data foundations
- POPIA and consent

### Module 2: AI in service and marketing

- Chatbots and virtual agents
- Agent-assist tools
- Personalisation engines
- Churn prediction

### Module 3: Insight and measurement

- Sentiment and text analytics
- CX metrics: NPS, CSAT, effort
- Human-in-the-loop design
- CX roadmap