Where AI lifts CX — and where it ruins things. Chatbots, sentiment, agent-assist and the human handoffs that make or break customer trust.
Practical, hands-on, and built around your team's real work. Every delegate leaves with a personal prompt library they'll keep using on Monday.
Spec a chatbot using Copilot Studio or platform-agnostic principles
Use AI to surface usable signal from sentiment data
Set personalisation guardrails customers actually like
Agent-assist: AI as a copilot for human CX agents
When to escalate from bot to human (and how AI helps)
Voice of customer: turn 10,000 tickets into a strategy
Avoid the CX AI traps (creepy, generic, broken handoffs)
Measure CX AI: CSAT, NPS, deflection & AHT
You're a CX, customer service or contact centre lead. You've seen demos that look magical and rollouts that turn customers off. You want to know what actually works — and what to avoid spending six figures on.
You're focused on outbound marketing or content. Take our AI for Marketing workshop instead.
Real customer journeys, real chatbot specs, real failure modes. Bring 50 of your actual customer interactions — we'll work from those.
Digital workbook, slides, and a 50+ tested prompt-template library to keep and reuse.
TESS Group completion certificate for every delegate, accredited for CPD evidence.
Lunch and refreshments on in-person delivery. Coffee breaks for live online.
Email support from your trainer for 30 days after the workshop — apply what you learned, no extra cost.
This masterclass is the perfect stepping stone to the AI & Automation Apprenticeship Level 4 — a 15-month accredited programme, fully levy-funded for eligible employers and 95–100% funded for SMEs.
Explore the L4 apprenticeship →100% levy-funded for eligible employers. 95–100% government-funded for SMEs under the new Growth & Skills Levy.
No — we teach platform-agnostic principles. We work through Copilot Studio as a concrete example but the patterns apply to Intercom, Zendesk, Salesforce, Ada, etc.
You'll leave with a working spec for a chatbot in your context. Actually building it is a separate engagement (we can scope this).
We cover voice-AI use cases (transcription, sentiment, agent-assist) but not contact centre voicebot deployment — that's a separate workshop.
No — and the workshop covers the evidence for why. AI works best as a copilot to human agents, not a replacement.
Yes, please. Bring 50–100 anonymised tickets and we'll work on real sentiment + theme extraction during the day.
Two ways in. Book a 30-minute discovery call below, or fill out the form and we'll reply within 24 hours with cohort options and pricing for your group.