AI Integration in Customer Service Chatbot Development Workshop

Customer Service Chatbot Development Workshop

1. Workshop Objectives

• Understand the role of AI in customer service for the energy and utilities sector.
• Identify key components of an effective chatbot.
• Explore AI-driven tools and products for chatbot development.
• Create a prototype chatbot for customer inquiries.

2. Pre-Workshop Preparation

2.1. Research and Analysis

• Conduct a needs assessment to identify common customer inquiries in the energy and utilities sector.
• Analyze existing customer service workflows to determine integration points for AI chatbots.

2.2. Tool Selection

• Evaluate AI-driven platforms such as:
  • Dialogflow – for natural language processing capabilities.
  • IBM Watson Assistant – for building conversational interfaces.
  • Microsoft Bot Framework – for comprehensive bot development.

3. Workshop Agenda

3.1. Introduction to AI in Customer Service

• Overview of AI technologies relevant to customer service.
• Case studies showcasing successful implementations in the energy and utilities sector.

3.2. Chatbot Design Principles

• Discuss user experience (UX) design for chatbots.
• Define the scope and functionalities of the chatbot.

3.3. Hands-On Development Session

• Utilize selected AI tools to create a prototype chatbot.
  • Set up intents and entities in Dialogflow.
  • Implement response flows using IBM Watson Assistant.
  • Test and refine the chatbot using Microsoft Bot Framework.

3.4. Integration with Existing Systems

• Discuss methods for integrating the chatbot with customer relationship management (CRM) systems.
• Explore API connections for real-time data access.

4. Post-Workshop Activities

4.1. Evaluation and Feedback

• Collect participant feedback on the workshop effectiveness.
• Assess the chatbot prototype performance through user testing.

4.2. Iteration and Improvement

• Identify areas for improvement based on feedback.
• Plan for future enhancements and additional features.

5. Conclusion and Next Steps

• Summarize key takeaways from the workshop.
• Outline a roadmap for implementing the chatbot in a live environment.
• Encourage ongoing learning and adaptation of AI technologies in customer service.