A customer's tone often says more than their words – frustration, urgency, or confusion that a scripted reply can easily miss. Generative AI gives frontline representatives a way to catch that signal and respond to it, adjusting pace, wording, and detail to match what the customer in front of them actually needs, while still moving through tickets faster than before.

This training course from the Arab British Fellowship Training Academy is built specifically for representatives, team leads, and support staff who want to bring generative AI into their daily routine rather than treat it as a back-office project. Participants explore how GenAI reshapes response times, personalisation, and large-scale feedback analysis, work through real tools such as custom GPTs, Google Gemini, and Anthropic's Claude, and come away with a clear, responsible framework for using AI without losing the judgement and empathy that good customer service still depends on.

Objective

• Equip customer service representatives with the skills to deploy generative AI tools inside their day-to-day workflow.
• Improve response times and customer satisfaction through AI-assisted ticket processing, live chat analysis, sentiment analysis, and personalised replies — with less manual work.

Who Should Attend?

• Customer service representatives and team leads.
• Contact centre agents and supervisors.
• Support staff working in B2B or B2C environments.
• CRM system users and helpdesk operators.
• Professionals looking to automate and improve customer interactions with AI tools.
• Organisations training their support staff in AI-driven methods.

How Will Attendees Benefit?

• Master AI tools such as custom GPTs, Google Gemini, and Anthropic's Claude for email, chat, and documentation automation.
• Cut response times and reduce human error through AI-assisted ticket routing.
• Personalise responses to match customer tone and behaviour using NLP and sentiment analysis.
• Free up time for higher-value work by letting AI handle repetitive tasks like data entry and tagging.
• Catch issues earlier and resolve them with empathetic, AI-informed service.
• Build future-relevant skills for AI-driven customer service scenarios.
• Apply ethical AI practices covering data privacy and bias in a customer service setting.
• Grow into a change leader by deploying GenAI within a support team.

Module 1: Reading and Responding to Customer Sentiment

• Real-time emotional tone detection using generative AI.
• Adapting responses based on customer sentiment.
• Case studies on improved customer satisfaction.

Module 2: Personalising Every Interaction with AI

• Using AI to tailor responses to individual customers.
• Natural Language Processing (NLP) for understanding customer queries.
• Custom GPT models built to reflect brand tone.

Module 3: Automating the Routine So Reps Can Focus on People

• AI chatbots and auto-responders.
• Email automation and ticket classification using AI.
• Streamlining FAQs and self-service tools.

Module 4: The Representative's AI Toolkit

• An overview of generative AI and its growing role in modern support systems, including its benefits and limitations.
• Google's Gemini for email and documentation support.
• Anthropic's Claude for visual AI integration, and OpenAI tools for building custom support bots.

Module 5: Rolling AI Out Responsibly Across Your Team

• Responsible AI use in customer service, including data protection, compliance, and bias detection in AI-generated responses.
• Building an AI-enhanced support strategy and training teams to work with it.
• KPIs for tracking AI effectiveness in customer support.