AI and Digital TransformationConversational AI and Customer Service Automation
Automated service channels either reduce cost and answer people faster, or they trap customers in a loop and push them to a channel that costs more, and the difference is design rather than technology. This course covers the design. Delegates work through intent and journey mapping to find what customers actually contact you about, conversation design including the handling of a request the system cannot meet, and the knowledge base that determines whether answers are correct. Escalation to a person is treated as a core feature rather than a failure. Language coverage is addressed, which matters in multilingual markets. The course closes on measurement, on containment as a misleading metric, and on continuous improvement from real transcripts.
Course objectives
- Map intents and journeys from what customers actually contact you about
- Design conversations including requests the system cannot meet
- Build and maintain the knowledge base answers depend on
- Design escalation to a person as a feature, not a failure
- Handle multiple languages in a service channel
- Measure performance without relying on containment alone
- Improve continuously from real transcripts
Who should attend
- Customer service and contact centre managers
- Digital channel and product owners
- Service designers and content staff
- IT staff implementing service automation
- Operations managers assessing automation business cases
Course outline
- 01Faster answers against a loop the customer cannot escape
- 02Intent and journey mapping
- 03Conversation design
- 04Handling what the system cannot do
- 05Knowledge base and answer correctness
- 06Escalation to a person
- 07Multilingual service
- 08Measurement, containment and continuous improvement
Scheduled sessions
| Dates | Venue | Format | Price | Register |
|---|---|---|---|---|
| 18 to 20 November 2026 | Gaborone, Botswana | Classroom | R14,950 per delegate | Register Now |
| 23 to 25 December 2026 | Maputo, Mozambique | Classroom | USD 995 per delegate | Register Now |
| 3 to 5 February 2027 | Online | Online | R6,500 per delegate | Register Now |