In recent years, the role of technology, especially the role of artificial intelligence (AI) technology, has significantly increased across a variety of industries. Customer service is one of the industries that has been introduced to the capabilities of AI technology, and businesses are turning to it and other evolving technologies to improve the quality of their business and the customer’s experience.

The use of AI in customer service can help businesses provide quicker and more accurate responses to customer queries 24/7 and is designed to increase overall customer satisfaction. However, while the use of AI and other technologies can improve customer service, it also requires employees to have certain knowledge and skills to use them effectively. Businesses must ensure that their employees are properly trained to use AI and other tech tools as they continue to grow and become more sophisticated.

AI training sessions can be conducted by those who have extensive knowledge and experience utilizing AI and other developing technologies as they relate to the customer service industry in particular. Additionally, more generalized courses and certifications can also help individuals form a more baseline level knowledge of AI: what it can do, how it works and what it is used for in a more general context. This training is not just for developers but should be done company-wide if a business utilizes AI technology, especially for programs that interact with customers.

Tips To Consider When Delivering AI Training

1. Ensure that employees have the necessary skills and knowledge to use AI effectively.

This can be achieved through training programs and workshops that teach employees how to use AI and other tech tools. Businesses should also provide their employees with ongoing support and resources to help them continuously improve their skills. AI is constantly evolving, and training needs to be an ongoing process to ensure that developers and other team members can adapt to the technology as it grows and becomes more sophisticated.

2. Make the training interactive and engaging.

AI training needs to be as interactive and engaging as possible. Developers need to be able to test their skills in real-time as they are trained in AI technologies and programs. This can be done by incorporating gamification elements, which add game-like features and elements in the training delivery. Trainees can win points or earn badges and compete with other team members for leaderboard spots. This makes it more interactive and effective as a training tool, while also preventing boring slideshows, videos and presentations that often result in disengagement.

3. Make sure the training program is tailored to the needs of your employees.

While every employee should know the basics of AI, not everyone needs to develop or test AI programs. More generalized training or certification can work for some departments, while others will need to implement more hands-on training. Additionally, some departments may only need annual refresher training, while other departments will need more frequent training sessions, especially if companies intend to expand their AI capabilities.

4. Prepare and train for potential issues in the future.

AI technology is a critical tool to have as a company, but technology is not infallible. Companies that put everything into AI put themselves at risk if the technology falters or is more regulated in the future. Companies that have implemented AI programs need to develop and train their teams on what to do if something changes or goes wrong. The phrase, “expect the best, but prepare for the worst” is something to keep in mind whenever a company implements any new technology or system, and that includes AI. Having plans like these in place provides peace of mind and can save a company if there are any issues in the future.

Not only do customer service companies need to train their employees on AI, but they also need to create a multi-pronged approach to interacting with customers. AI chatbots work well for some customers, but others want to speak to actual people. It is important to remember that AI technology is a tool, not a replacement for human interaction. Creating an approach that allows customers to choose the best option for their needs can keep your customers happy. This best positions AI technology as a beneficial tool to achieving the ultimate goal in the customer service or customer experience industry: customer satisfaction.

As AI technology use continues to evolve and grow across industries, it is imperative for companies to properly and effectively train their employees on how to best utilize it. Companies in the customer service industry need to train their teams and have plans in place that protect the company in the event of an AI issue. Customer experience companies also need to have a multi-pronged approach on the front end to better address and help their customers by giving them the choice to work with AI chatbots or service agents, rather than solely depending on AI chatbots. AI technologies are amazing tools that are critical for business success in 2023 and beyond, and companies need to properly ensure that their company is ready to take their business to the next level.