AI – a written assistant for customer support staff
This is an opportunity to gain practical insight into the use of generative artificial intelligence (AI) tools for even more efficient and productive work in the customer support service. As part of the training, you will learn how to prepare high-quality, empathetic and plain-language responses to customer letters and submissions with the help of AI – in accordance with the requirements of the European Union Accessibility Directive, which is in force from January 2025. You will also improve your prompt creation skills, perform text analysis and simplification in accordance with the unified communication style of your organization. The training includes not only learning theory, but also practical work – with exercises, examples and solutions that can be used the next working day.
Ilze Rassa
Course Target
Knowledge and skills development on:
- effective use of generative AI tools – Copilot, ChatGPT and Gemini – for preparing written responses to customer questions and drafting applications;
- presenting information in a simple and understandable way;
- basic principles of ensuring empathetic and personalized communication.
Audience
Customer support specialists (with or without prior experience using AI) who respond to customer letters, submissions, and requests on a daily basis.
At Course Completion you will be able to:
- Use generative AI tools (e.g. Copilot, ChatGPT, Gemini) to prepare customer responses.
- Formulate precise prompts for the needs of a customer support employee to obtain high-quality and clear answers.
- Analyze and structure texts, adapting them to the needs of different target audiences, in order to use the information obtained in preparing letter texts.
- Understand the basic conditions of plain language and create customized AI assistants in accordance with them, including ensuring compliance with the requirements of the European Union Accessibility Directive.
- Ensure a uniform tone and style of organizational communication using AI support.
- Analyze the needs of the target audience, ensuring a personalized written response.
Prerequisites
Participation in the course requires a computer with access to one of the AI chatbots allowed in the organization (e.g. Copilot, Gemini, ChatGPT).
Training materials
Training materials and practical examples prepared by the instructor.
Certification Exam
Not intended.
Course Outline
Theory
- How to reach the target audience as effectively as possible.
- Basic terms and examples of simple languages.
Practical work
- Exploring the functions of AI conversational bots.
- Basic conditions for writing correct prompts for customer support employees.
- Working with text – analysis, organization, adaption, attribution to a specific target audience.
- Target audience analysis.
- Adapting the organization’s written style. Creating, e.g., plain language assistant.
If you want to get more information about this course, contact us by phone +371 67505091 or send an e-mail at mrn@bda.lv.
