Role-Based Programme
RB1262

AI for Contact Centre & Voice Support

Conversation Intelligence, Agent Productivity & Customer Experience

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Duration
16 Hours
Level
Intermediate
Delivery
Instructor-Led
Format
Capability Training

Programme Objectives

  • Develop practical AI capabilities for voice-based customer service, call preparation, conversation support, case documentation, and resolution.
  • Apply AI to analyse customer conversations, call reasons, sentiment, recurring issues, escalation signals, and service trends.
  • Use AI to improve agent productivity through knowledge retrieval, call summarisation, response guidance, after-call work, and CRM documentation.
  • Strengthen contact-centre performance through quality analysis, call-driver intelligence, workload insights, and continuous improvement.
  • Apply responsible AI practices related to customer privacy, call recordings, sensitive information, response accuracy, and human oversight.

Tools covered

Generative AI AssistantsConversation IntelligenceCall SummarisationCustomer Sentiment AnalysisKnowledge RetrievalResponse GuidanceQuality Monitoring SupportRoot-Cause AnalysisWorkforce & Call AnalyticsCustomer Feedback AnalysisCRM Workflow ConceptsExecutive Summarisation

Who should attend

  • Contact Centre Executives
  • Voice Support Executives
  • Customer Service Representatives
  • Call Centre Agents
  • Contact Centre Supervisors
  • Voice Process Associates
  • Customer Care Executives
  • Technical Voice Support Professionals
  • Contact Centre Team Leaders
  • Quality Analysts
  • Customer Support Managers
  • Contact Centre Operations Managers
  • Workforce Management Professionals
  • Customer Experience Professionals
  • Service Operations Professionals

Prerequisites & Participant Readiness

  • Experience in contact centres, voice support, customer service, technical support, or customer-care operations
  • Familiarity with inbound or outbound calls, customer issues, call handling, CRM systems, and service metrics
  • Basic familiarity with Generative AI tools is recommended
  • Ability to interpret customer conversations and contact-centre performance information
  • No programming knowledge required

TOC Modules

Concepts
  • Understanding Generative AI, reasoning models, speech-enabled AI, and AI assistants
  • Exploring AI applications across call handling, knowledge support, summarisation, quality, and analytics
  • Understanding how AI differs from IVR, CRM, call recording, routing, and traditional contact-centre systems
  • Recognising hallucinations, incorrect guidance, and limitations in real-time customer support
Practical activities
  • Mapping the voice-support lifecycle to practical AI applications
  • Identifying high-value versus high-risk AI use cases
  • Comparing traditional and AI-assisted contact-centre workflows

Scenarios

Difficult Customer Call to Successful Resolution

Customer Call → Intent Detection → Emotion Analysis → Clarification → Knowledge Retrieval → Guided Resolution → CRM Summary → Follow-Up

Participants use AI to analyse a simulated difficult customer conversation, identify the issue and emotional context, support the agent with relevant knowledge, and create an accurate post-call record.

High Repeat-Call Volume to Contact Centre Improvement Plan

Call Data → Call-Driver Analysis → Repeat Contact Patterns → Quality Review → Knowledge Gaps → Process Issues → Coaching Actions → Performance Improvement Plan

Participants use AI to analyse simulated contact-centre data, identify major repeat-call drivers, uncover quality and process gaps, and develop a structured improvement plan covering knowledge, coaching, and service operations.

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