AI · AIC-26

AI for Customer Service

12 hours 2 days

Last updated 25 Sep 2026

AI for Customer Service is a 12-hour training course by IT Genius Institute. Customer service work involves a large volume of messages and repeated questions: answering chats, emails, comments and social messages, handling complaints…

Training schedule

No public rounds are open right now — register your interest and we will contact you when the next round opens, or request an in-house session for your team.

Corporate training quote

Customer service work involves a large volume of messages and repeated questions: answering chats, emails, comments and social messages, handling complaints and dissatisfied customers, finding the right information to reply accurately, and keeping the communication tone consistent across the team. This work is time-consuming and stressful, especially when replies must be fast and accurate across many channels at once. Generative AI helps service teams reply faster and more consistently and reduces repetitive work, freeing time to care for customers on matters that truly need a human. This course is designed to help customer service teams use AI in real work confidently and systematically,

covering the whole process, from writing service messages and replying to customers, handling difficult cases and complaints, building a knowledge base and FAQ, creating chatbots and auto-reply assistants, multilingual service, analyzing customer feedback and sentiment, to setting up service automation with n8n, plus practices for service quality, security and PDPA for customer data. All content is taught through workshops on real customer service tasks, finishing with a capstone project where learners set up an end-to-end AI toolkit for their own service work. (2 days, 6 hours per day, 12 hours in total, Beginner to Intermediate level, no AI or programming background required.)

Objectives

Understand how AI changes customer service work and choose the right AI tool for each task
Design prompts for service work and set a communication tone that fits the brand
Use AI to write service messages and reply to customers across channels: chat, email and social
Use AI to handle difficult cases and complaints professionally (de-escalation)
Use AI to build a knowledge base and FAQ so the team replies accurately and consistently
Build chatbots and auto-reply assistants with Custom GPT/Gems
Use AI for multilingual customer support
Use AI to analyze customer feedback and sentiment and prepare reports
Set up service automation with n8n, such as ticket queuing and auto-reply
Set practices for service quality, security and PDPA for customer data

Who this course is for

Customer service and support staff and managers
Call center, contact center and live chat teams
Social media admins and community teams who reply to customers on social channels
Business owners and SME entrepreneurs who handle customer service themselves
Executives who want to set up AI use for customer service teams

Prerequisites

General computer and internet skills
Understanding of your customer service work or team process to use as a case study during training
Experience using service channels such as email, chat or social media at work
No AI or programming background required

Curriculum

Course Details

A 2-day course, 6 hours per day (12 hours in total), delivered as a hands-on workshop with a capstone project. Beginner to Intermediate level, no AI background required. Learners take home a service prompt library, a service assistant (Custom GPT/Gem), service message templates, sample FAQ and knowledge base, and a quality, security and PDPA checklist.

Day 1: AI for Replying to Customers and Handling Difficult Cases

Section 1: AI in Customer Service

An overview of generative AI in customer service and what changes in the process
AI use cases in service: replying to customers, handling difficult cases, knowledge base, chatbots and analysis
Choosing the right AI tool for each task
AI limits and a verification mindset for work that communicates directly with customers

Section 2: Effective Prompts for Service Work

A good prompt structure for service: role, customer context, situation and output format
Setting a communication tone and brand voice that stays consistent across the team
Using examples to keep the reply style consistent
Building a service team prompt library for common situations

Section 3: Replying to Customers and Writing Service Messages

Using AI to write customer replies in chat, email and social
Adjusting messages to fit the customer's emotion and context
Drafting standard message templates for common questions
Workshop: write a set of customer replies for the learner's real situations with AI

Section 4: Handling Difficult Cases and Complaints

Using AI to help draft replies for complaints and dissatisfied customers
De-escalation techniques and positive communication
Apologizing, clarifying and offering solutions professionally without over-promising
Workshop: draft a reply for a hard sample complaint and adjust the tone appropriately

Section 5: Knowledge Base and FAQ with AI

Using AI to create and improve a knowledge base and FAQ to be complete and easy to read
Turning internal documents and data into standard answers for the team
Categorizing questions and making it fast for the team to find answers
Workshop: create an FAQ or knowledge base for the learner's service with AI

Day 2: Chatbots, Analysis and Service Automation

Section 6: Chatbots and Auto-reply Assistants

Building a Custom GPT or Gem as an organization-specific service assistant
Embedding the knowledge base and reply guidelines for consistent, on-brand results
Connecting the assistant to service channels such as LINE OA and handing off to staff when needed
Workshop: build one service assistant to answer common customer questions

Section 7: Multilingual Customer Support

Using AI to translate and reply to customers in multiple languages while keeping the service tone
Adjusting messages to fit each customer group's culture and context
Cautions on translating service messages and reviewing before sending

Section 8: Feedback and Sentiment Analysis

Using AI to summarize and categorize large volumes of feedback, reviews and complaints
Analyzing customer sentiment and common problem trends
Preparing a voice-of-customer report for the team and executives

Section 9: Service Automation with n8n

Setting up service team automation with n8n, such as queuing and categorizing tickets
Auto-acknowledgment and alerting the team on urgent cases
Connecting data across service channels for a complete customer view
Workshop: design one simple service automation flow

Section 10: Quality, Security and PDPA

Controlling the quality and accuracy of replies before they reach the customer
Customer data that must not go into AI and protecting sensitive data
Personal data under PDPA for service work and setting the team's AI usage guideline

Section 11: Capstone Project and Real-world Adoption

Task: set up an end-to-end AI toolkit for the learner's customer service work, from replying to customers, knowledge base and assistant to feedback analysis
Present the work and get feedback from the instructor and peers
A first-30-days adoption plan and setting up AI use for the whole service team

Frequently asked questions

Who is AI for Customer Service for, and what background is needed?

Built for Customer service and support staff and managers · Call center, contact center and live chat teams · Social media admins and community teams who reply to customers on social channels Background you should have: General computer and internet skills · Understanding of your customer service work or team process to use as a case study during training Not sure the fit is right? Talk to our team on LINE @itgenius or call 02-570-8449.

How much does AI for Customer Service cost and how long does it run?

THB 6,900 (currently THB 6,210 on promotion). The course runs 12 hours. The fee covers course materials, lunch and refreshments throughout. Pay by bank transfer to the company account, confirm it on our payment page, and we can issue the receipt or tax invoice in your company's name.

Do I get a certificate?

Yes. Everyone who completes the course receives a Certificate of Completion from IT Genius Institute. Each certificate carries its own number, and anyone holding that number can verify it online on our certificate page, so you can add it to your portfolio or pass it to HR as evidence of training.

Where does the training take place, and is there an online option?

You can attend onsite at IT Genius Institute or arrange to join online, and we also run it as a private in-house session for your team. Ask about dates and venues on LINE @itgenius or call 02-570-8449.

What if I fall behind or miss a session — can I retake it?

Yes. You may retake the same course free of charge in a later round, under the institute's conditions. Tell our team which course and round you attended, and we will check it and offer you the rounds that still have seats. Ask us on LINE @itgenius or call 02-570-8449.

How do I enrol, or request a quotation for my company?

Enrol online with the registration form on this page. You can register several attendees at once and enter your tax ID and billing address for the tax invoice. Or request a company quotation straight from the quote button. For anything else call 02-570-8449 or reach us on LINE @itgenius.