Australian College of Business Intelligence

1.1 Welcome to this unit

1.2 Introducing customer service and CX

1.3 What this unit will cover

1.4 What you’ll learn

1.5 A note on completing this unit

1.6 Section 1 quiz

2.1 Welcome to section 2

2.2 Typical customer service operations

2.3 Understanding the customer journey

2.4 A note on customer journeys

2.5 Using predictive customer service

2.6 Offering AI-powered personalisation

2.7 Using AI-based assistants

2.8 Measuring customer satisfaction

2.9 Using sentiment analysis

2.10 Improving the customer experience

2.11 Section 2 Quiz

3.1 Welcome to section 3

3.2 Defining an organisation’s customer service

3.3 Analysing customer reviews and feedback

3.4 Evaluating responses times

3.5 Analysing customer satisfaction levels

3.6 Considering goals and priorities

3.7 Evaluating an organisation’s customer experience

3.8 Section 3 Quiz

4.1 Welcome to section 4

4.2 Researching and proposing customer experience enhancements

4.3 Types of AI-based technologies

4.4 Investigating AI solutions

4.5 AI technologies for CX and customer service

4.6 Example: Using Chatfuel

4.7 Writing a report

4.8 AI solutions report template

4.9 Section 4 Quiz

5.1 Welcome to section 5

5.2 Selecting enhancements

5.3 Documenting a proposal

5.4 AI enhancements proposal template

5.5 Presenting your proposal

5.6 Tips for presenting

5.7 Refining your proposal

5.8 Section 5 Quiz

6.1 Welcome to section 6

6.2 Key takeaways

6.3 The future of customer service and CX

6.4 How to keep your knowledge up to date

6.5 Congratulations and what’s next