Mastering AI in CX

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(13 Ratings)

Mastering AI in CX

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About Course

This course dives deep into how artificial intelligence is reshaping the customer experience landscape. You’ll explore how AI helps brands predict customer behavior, personalize engagement, automate repetitive workflows, and deliver empathy at scale.

By the end of this course, you’ll not only understand the technology behind AI in CX, but also know how to apply it practically — from agent assistance and quality assessment to predictive analytics and customer satisfaction (CSAT) implication modeling.

What Will You Learn?

  • Discover how AI augments customer experience across listening, engagement, and quality workflows.
  • Understand LLM fundamentals, RAG (Retrieval-Augmented Generation), and how they power conversational intelligence.
  • Learn how Konnect AI+ transforms reactive CX into predictive, data-driven excellence.
  • Analyze real-world use-cases of Agent Empower, Quality Assessment, and Predictive CSAT.
  • Master the ethical, compliant, and practical use of AI in customer interactions.
  • Gain insights into career opportunities in AI-driven CX and digital transformation.
  • Customer Experience Management
  • The 4 Pillars of Omni-channel Customer Experience Management
  • How to measure your CXM efforts
  • Social listening in terms of Social CRM, ORM and CXM
  • All about Social Listening
  • Online Reputation Management and much more…

Course Content

Module : Mastering AI in CX

  • Introduction
    02:46
  • Importance of AI in Customer Experience Management
    05:20
  • The Importance of AI in Marketing
    04:20
  • The role played by Data when implementing AI technology
    04:41
  • Various LLM models and how AI works
    12:26
  • Technical aspects of RAG
    11:01
  • SaaS Products using AI and different ways of doing it
    04:31
  • Why siloed platforms cannot offer the best of AI features in CX
    04:26
  • Why is it all the more important for brands to have comprehensive solutions that unify all data
    03:26
  • Quiz Time!
  • The power of Konnect AI+
    03:50
  • Konnect AI+ for Agent Empower
    07:08
  • Konnect AI+ in Marketing Insights
    04:15
  • Konnect AI+ for Quality Assessment
    03:53

Final Test

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