Orient: Understand AI-Enabled Service Operations
About This Course
Artificial Intelligence is transforming customer service and operational support functions, with organisations increasingly deploying chatbots, virtual assistants, copilots and AI agents to improve efficiency and customer experience. Successful adoption, however, depends on ensuring AI consistently delivers accurate, appropriate and trustworthy service outcomes.
This 2-day course introduces participants to AI-enabled service operations and the role of AI service quality monitoring. Learners will explore how AI integrates into service workflows, where it introduces risk, and why human oversight remains essential.
Through practical activities and real-world scenarios, participants will map AI-enabled service workflows, identify quality risk points, and produce an AI Service Workflow Map and AI Quality Risk Prioritisation Brief.
What You'll Learn
• LO1 – Classify the components of the AI service stack (chatbots, voicebots, copilots, AI agents, virtual assistants) according to their role within human-in-the-loop customer service, contact centre and helpdesk operations.
• LO2 – Explain why AI service quality is a service operations responsibility and describe the evolving role of the service professional in overseeing AI-handled interactions.
• LO3 – Classify common AI service failures — wrong answers, missed escalations and tone failures — and illustrate their causes and business/customer impact.
• LO4 – Model an end-to-end AI-enabled service workflow — customer contact, AI touchpoints, human handoffs, escalation paths and resolution outcomes — and demonstrate where AI quality risk points occur within it.
• LO5 – Determine AI service quality risk levels using the five-dimension risk framework and a likelihood-versus-impact matrix, and justify the prioritisation of AI service touchpoints, including sector-specific high-risk scenarios.
• LO6 – Develop an AI Service Workflow Map and AI Quality Risk Prioritisation Brief for a selected business process or functional area.
Entry Requirements
No coding or programming experience required
No prior AI or technical platform experience required
No data science or analytics background required
Basic familiarity with customer service, operational processes, helpdesk support, shared services or business workflows