AI for Customer Experience and Service Innovation (SF) (Classroom & Asynchronous Elearning))
About This Course
This course covers the design, automation and improvement of customer service operations using AI.
Participants learn how AI changes service operations (triage, deflection, personalisation and proactive service), how to design service logic across issue type, severity, sentiment, entitlement, SLA and escalation rules, and where automation should stop and a human should take over. They then build a complaint resolution agent that triages, resolves and escalates cases against defined service rules, configure a proactive service-recovery workflow triggered by a service disruption, and finally analyse six months of customer interaction data to trace contact drivers to their root causes and present an evidence-based service improvement case, with privacy and responsible-AI review throughout.
The work is done in Microsoft Copilot Studio as the primary platform, using its core capabilities end to end: topics to structure the conversation, knowledge sources to ground the agent on service policy and entitlement rules, actions and triggers to resolve cases and orchestrate remediation, and Microsoft Teams as the deployment and hand-off channel. Power Automate drives the service-recovery and notification flows, Claude analyses verbatims and interaction data, and Perplexity AI supports accurate knowledge retrieval.
The course suits customer service managers, customer experience professionals, service operations managers and digital service designers. It supports progression into roles such as Customer Experience Manager, Service Operations Lead, CX Automation Specialist, Service Design Lead and Contact Centre Transformation Manager.
What You'll Learn
Knowledge Statements
1. Explain how AI changes customer experience operations (triage, deflection, personalisation and proactive service), and how Copilot Studio agents built from topics, knowledge sources, actions and triggers deliver them.
2. Describe how Copilot Studio agents and Power Automate workflows handle complex service cases involving sentiment, severity, entitlement, SLA and escalation.
3. Evaluate how customer interaction data is analysed with AI tools such as Claude to identify root causes and prioritise service improvements, and the privacy obligations involved.
Skills Statements
1. Design and build a Copilot Studio customer service agent, grounded on knowledge sources and service rules, whose topics and actions triage, resolve and escalate complex cases.
2. Configure automated service-recovery workflows in Power Automate that detect issues and orchestrate tiered customer communication and remediation, with hand-offs routed through Microsoft Teams.
3. Analyse customer interaction data and verbatims in Claude to identify root causes and build an evidence-based service improvement case presented through dashboards.
Ability Statement
Apply the full agent stack, including Copilot Studio topics, knowledge sources, actions and triggers, Power Automate flows and Teams deployment, to design, automate and improve customer service operations, balancing responsiveness, cost and customer trust.
Entry Requirements
Minimum O level or its equivalent
Basic computer literacy and familiarity with customer service processes.