AI for Customer Service is a course in using AI for customer service, from answering chats, emails and social messages to handling complaints, building a knowledge base and FAQs, creating chatbots, multilingual support and analysing feedback. It suits customer service, call centre and live chat teams, social media admins and SME owners.
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.)
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.
Section 1: AI in Customer Service
Section 2: Effective Prompts for Service Work
Section 3: Replying to Customers and Writing Service Messages
Section 4: Handling Difficult Cases and Complaints
Section 5: Knowledge Base and FAQ with AI
Section 6: Chatbots and Auto-reply Assistants
Section 7: Multilingual Customer Support
Section 8: Feedback and Sentiment Analysis
Section 9: Service Automation with n8n
Section 10: Quality, Security and PDPA
Section 11: Capstone Project and Real-world Adoption
No public rounds are open right now. Join the waiting list and we will contact you first when the next round opens, or ask us on LINE. Or call 02-570-8449 or 088-807-9770
Give the AI the full context: what went wrong for the customer, when it happened and what your organisation can do about it. Ask for a reply that acknowledges the customer's feelings, apologises for any genuine mistake, briefly explains what happened and sets out the next steps with a timeframe. Avoid wording that sounds like blaming the customer, and check the reply promises nothing beyond what your policy allows before sending.
Collect frequently asked questions from past chats, emails or tickets, and ask the AI to group duplicates and rank them by frequency. Then draft standard answers from your real manuals, policies and product information, have a team lead check them for accuracy, store them in easy-to-search categories, and schedule reviews whenever policies or products change. The team will then answer more accurately and consistently.
Sentiment analysis classifies whether a customer's message is positive, neutral or negative. Combined with topic grouping, such as response speed, product quality or delivery, it shows which issues upset customers most. Send reviews or chats to the AI to categorise and score, then summarise the results in a table and trend report. Spot-check the classifications, as AI can misread sarcasm or informal language.
It suits customer service staff and managers, call centre, contact centre and live chat teams, social media admins who reply to customers online, and SME owners who look after customers themselves. You should have general computer skills, experience with service channels such as email, chat or social media at work, and an understanding of your team's service work. No AI or programming knowledge is required.
You will be able to use AI to write replies across chat, email and social channels in a consistent brand tone, handle complaints professionally, build a knowledge base and FAQ for the team, create chatbots with Custom GPTs or Gems, support customers in several languages, analyse feedback and sentiment, and automate tasks such as ticket routing with n8n. Participants who complete the training receive a Certificate of Completion with its own number, which can be verified online.
Yes. It can be run in-house for your team, with examples adapted to your own work, such as your customers' most frequent questions and real complaint cases, and a shared set of standard replies for the whole team. You can request a quotation from this page, or contact us on LINE @itgenius or by phone on 02-570-8449.
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