Artificial Intelligence (AI) in Customer Service
About this programme
AI is already part of frontline service work: it triages queries, drafts replies, summarises interactions and answers routine questions. The agents who thrive are the ones who know how to work with it, choose the right tool for the job, and prove it is actually helping. This two-day programme gives service staff and team leaders a practical, hands-on grounding in the AI tools reshaping their work, from first use through to measuring impact.
Connect Centre runs hybrid AI-and-human operations for clients, so the programme teaches from real deployment experience: what AI does well, where it fails, how to evaluate a tool before committing to it, and how a human agent stays firmly in charge of the customer relationship and the customer's data throughout.
What you will be able to do
By the end of this programme, learners will be able to:
- Explain in plain terms how AI chatbots and assistants handle customer queries, and where their limits are
- Use an AI assistant to draft, improve and summarise customer responses, then correct its output to meet service standards
- Write clear, structured prompts that reliably produce usable first drafts for common service tasks
- Evaluate and select an AI productivity tool against a genuine business need, weighing cost, data handling and fit rather than choosing on hype
- Design a small AI-assisted workflow for a real service scenario, defining precisely where AI helps and where a human must stay in control
- Measure the impact of an AI-assisted change using before-and-after service metrics, rather than assuming it worked
- Apply data protection principles when using AI tools on customer information, consistent with Singapore's PDPA
How the programme is structured
AI in Service Today
What AI already does in contact centres · chatbots, assistance and summarisation · honest limits
Working with AI Assistants
Hands-on: drafting and improving replies · checking and correcting AI output
Prompt Engineering Basics
Structure of a good prompt · context, instruction and format · iterating on weak output
Evaluating and Selecting AI Tools
A practical evaluation framework · cost, data handling and fit · piloting before committing
Designing an AI-Assisted Workflow
Hands-on: mapping a real service scenario · deciding what AI does and what stays human
Measuring AI Impact
Before-and-after service metrics · spotting a change that looks good but is not · avoiding over-reliance
Data Protection and Responsible Use
PDPA principles applied to AI tool use · handling customer data safely · assessed practical exercise
Every programme follows a defined lesson plan with a participant workbook, practical activities and assessment, reviewed internally and approved by management before delivery.
Skills you will build
- Applied Artificial Intelligence in Service
- Digital Fluency
- Customer Relationship Management
- AI Tool Evaluation
- Data Protection in AI Use
Course intakes
One intake runs each month. Exact dates are confirmed in writing when you enquire, together with the programme fee and registration terms.
Not sure this is the right programme for your team?
Tell us your goals and we will recommend the right fit, with a written quotation and no obligation.
View All Eight Programmes