In-house: | Face to Face:

AI FOR CUSTOMER SERVICE 2027

18-19 Nov, 2026, Concorde Hotel Kuala Lumpur

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Learn from the Best

COACH ASHA MOHD

Certified AI Engineer (USAII) | AI Instructor (UTM) | HRD Corp Accredited Trainer

 

With more than 19 years of corporate experience across aviation, banking and professional training, Coach Asha Mohd brings together something especially valuable in the age of AI: real-world corporate experience, practical AI expertise and a strong understanding of how people actually work.

 

A Certified AI Engineer, AI Instructor and HRD Corp Accredited Trainer, Asha specialises in helping working professionals move beyond simply knowing about AI to using it confidently and productively in their everyday work.

 

For customer-service professionals, Asha brings particular emphasis to the areas where AI can make an immediate difference: faster response preparation, consistent communication, customer-friendly language, complaint and service-recovery support, chatbot-assisted service, customer-feedback analysis and management reporting.

 

The training approach is highly practical and demonstrative driven. Participants are guided through realistic customer-service scenarios and learn how to move from a business problem to an effective prompt, evaluate the AI generated response, improve its quality and determine when human judgement or escalation remains necessary.

 

Asha also places strong emphasis on the responsible use of AI in customer-facing environments, particularly in relation to customer confidentiality, personal data, accuracy, hallucination risks, verification, organisational policies and human oversight.

 

During this course, participants will work with tools such as ChatGPT, Microsoft 365 Copilot, Google Gemini, NotebookLM, Canva, Excel/Google Sheets and available AI chatbot or custom-assistant platforms, enabling them to understand how different AI tools can support different stages of the customer-service journey.

 

Known for a practical, accessible and hands-on training style, Asha helps participants move beyond simply asking AI questions to developing structured prompts, reusable templates and AI-assisted workflows that can be adapted to their own organisations.

 

Her philosophy is simple:

 

AI should not replace great customer service — it should give customer-service professionals more time, information and capability to deliver it.

 

Her goal is simple: to help professionals leave the classroom not just knowing more about AI but knowing exactly how to use it when they return to work

Venue Details

Concorde Hotel Kuala Lumpur
2 Jalan Sultan Ismail, 50250 Kuala Lumpur, Malaysia,

https://kualalumpur.concorde hotelsresorts.com/


Phone : 03 2144 2200

Contact us

FOR COURSE DETAILS

Juliany,

Office: 03 2283 6109

Mobile: +60 122281247

juliany@ipa.com.my

Phoebe,

Office: 03 2283 6100

Mobile: +60 193637822

phoebe@ipa.com.my

Bee Teng,

Office: 03 2282 6112

Mobile: +60 172566121

beeteng@ipa.com.my

FOR CUSTOMISED IN-HOUSE TRAINING

Jane,

Office: 03 2283 6101

Mobile: +60 129418251

jane@ipa.com.my

Keith,

Office: 03 2283 0000

Mobile: +60 162272735

keith@ipa.com.my

ADDRESS

A-28-5, 28th Floor, Menara UOA Bangsar,
No.5, Jalan Bangsar Utama 1,
59000 Kuala Lumpur

FOCUSING ON

SESSION 1: AI FOUNDATIONS, EMAIL & CUSTOMER COMMUNICATION

• Module 1: AI Fundamentals for Customer Service

• Module 2: Prompting Mastery with PTO

• Module 3: AI for Email Communication

• Module 4: AI for Omnichannel Communication & Service Recovery

 

SESSION 2: CHATBOTS, VISUALS, DATA & CUSTOMER INSIGHTS

• Module 5: Build an AI Customer Service Chatbot

• Module 6: AI for Visual Communication

• Module 7: AI for Customer Service Data & Insights

• Module 8: AI for Reporting, Governance & Customer Data

OVERVIEW
A practical 2-day course for Customer Service, Contact Centre, Frontliner And Customer-Experience Teams. Participants will use AI for Professional Email, Complaints, Chatbots, Visual Communication, Customer Data and Reporting while keeping empathy, accuracy and human judgement at the centre.
AFTER ATTENDING THIS COURSE YOU WILL RETURN TO YOUR JOB…
  1. Working Faster Without Losing the Human Touch Use AI to reduce time spent drafting repetitive emails, replies, summaries and follow-ups — while maintaining professional, empathetic and customer-appropriate communication.
  2. Handling Customer Enquiries More Efficiently Turning rough case information into structured, professional responses and quickly adapt messages for different customer situations and communication channels.
  3. Responding Better to Complaints and Difficult Customers Using AI to help identify the customer’s core concern, emotion and expected resolution, and developing appropriate service- recovery responses while recognising when human intervention or escalation is required.
  4. Building Your Own Customer-Service Prompt Library Developing reusable prompts for enquiries, complaints, follow-ups, apologies, service recovery, FAQs and other recurring customer-service situations instead of starting from scratch every time.
  5. Creating More Consistent Omnichannel Communication Adapting the same service message appropriately for email, live chat, messaging, social media and other customer touchpoints while maintaining consistent information and tone.
  6. Building and Testing a Simple AI Customer-Service Chatbot Learning how to turn existing FAQs, SOPs and policies into a structured chatbot or AI-assistant knowledge base, with defined tone, boundaries, fallback responses and human-escalation rules.
  7. Turning Complex Information into Customer- Friendly Visuals Converting lengthy procedures, service instructions and FAQs into clear infographics, step-by-step guides and customer-facing visual communications that are easier to understand.
  8. Turning Customer Data into Useful Insights Using AI to help categorise complaints and feedback, analysing recurring issues, response times and customer sentiment, and identifying patterns that may otherwise be overlooked.
  9. Producing Management-Ready Reports Faster Transforming customer-service findings and operational data into concise reports, summaries, charts, key insights and practical recommendations for management.
  10. Identifying Opportunities for Service Improvement Moving beyond reporting what customers are saying to identifying why issues are recurring, where service gaps exist and what actions could improve the customer experience.
  11. Using AI More Safely and Responsibly Recognising customer information that should not be entered into public AI tools and applying appropriate practices for privacy, confidentiality, verification, human review and responsible AI use.
  12. Redesigning a Real Customer-Service Workflow Bringing the skills together to redesign a recurring customer-service process — from enquiry to resolution — identifying where AI can save time, improve consistency and support a better customer experience.
WHO SHOULD ATTEND
Customer Service Executives, Contact Centre Teams, Frontliners, Customer Experience Teams, Service Supervisors and Customer-Facing Professionals
METHODOLOGY
  • Step-by-step Live Demonstrations using popular AI tools
  • Guided Hands-on Activities
  • Mini Projects & Role-Based Simulations
DAY 1
 

SESSION 1: AI FOUNDATIONS, EMAIL & CUSTOMER COMMUNICATION

9:00

MODULE 1: AI FUNDAMENTALS FOR CUSTOMER SERVICE

  • Generative AI in customer service and CX.
  • Identify repetitive tasks suitable for AI support.
  • Understand AI limitations, verification, escalation and human judgement.

Activity: Customer Service AI Task Audit. POW: AI Opportunity Map.

10.45

MODULE 2: PROMPTING MASTERY WITH PTO

  • Apply Persona - Task - Outcome (PTO).
  • Create prompts for enquiries, complaints and follow-ups.
  • • Build a reusable customer-service prompt library.

Activity: Improve weak customer-service prompts. POW: Prompt Library.

1:00 Lunch
2:00

MODULE 3: AI FOR EMAIL COMMUNICATION

  • Draft professional customer emails from rough notes or case details.
  • Rewrite tone: empathetic, apologetic, firm, reassuring or concise.
  • Summarise long email threads and generate suitable follow-ups.

Activity: Inbox Challenge - enquiry, complaint, delayed response and service recovery. POW: Customer Email Pack.

3:45

MODULE 4: AI FOR OMNICHANNEL COMMUNICATION & SERVICE RECOVERY

  • Adapt responses for email, live chat, messaging and social channels.
  • Analyse complaint, emotion, expectation and required action.
  • Create empathetic service-recovery responses and escalation points.

Activity: Angry-customer scenario across multiple channels. POW: Omnichannel Service Recovery Pack.

5:00 End of Day 1
DAY 2
 

SESSION 2: CHATBOTS, VISUALS, DATA & CUSTOMER INSIGHTS

9:00

MODULE 5: BUILD AN AI CUSTOMER SERVICE CHATBOT

  • Understand chatbot vs AI assistant in customer service.
  • Use approved FAQs, SOPs and policies as chatbot knowledge.
  • Design tone, boundaries, fallback responses and human-escalation rules.

Activity: Build and test a simple customer-service chatbot. POW: Chatbot Prototype + Test Cases.

10.45

MODULE 6: AI FOR VISUAL COMMUNICATION

  • Turn FAQs, service processes and customer instructions into easy-to-understand visual content.
  • Create customer-facing infographics, service guides and announcement concepts using AI-assisted visual tools.
  • Adapt one message into visual formats suitable for digital screens, social media or customer communication.

Activity: Transform a complicated customer process into a simple step-by-step infographic. POW: AI-Assisted Customer Service Infographic.

1:00 Lunch
2:00

MODULE 7: AI FOR CUSTOMER SERVICE DATA & INSIGHTS

  • Use AI to clean, categorise and interpret simple customer-service datasets.
  • Analyse complaints, feedback, response times, recurring issues and customer sentiment.
  • Turn data into charts, management insights and practical service-improvement recommendations.

Activity: Analyse a sample customer-service dataset and identify the top issues, trends and recommended actions. POW: Customer Service Data & Insight Report.

3:45

MODULE 8: AI FOR REPORTING, GOVERNANCE & CUSTOMER DATA

  • Convert customer-service findings into concise management reports and escalation summaries.
  • Recognise personal, confidential and sensitive customer information before using AI.
  • Apply verification, responsible AI, human- in- the-loop review and clear AI Do & Don’t boundaries.

Activity: Create a one-page management update from customer data, then complete a Safe or Not Safe? data-handling review. POW: Management Report + AI Governance Checklist.

 

FINAL PROJECT: BUILD YOUR AI CUSTOMER SERVICE WORKFLOW Participants combine communication, email, chatbot, visual and data skills to redesign one recurring customer-service workflow.

  • Identify: Choose a recurring customer- service challenge.
  • Map: Document the current customer journey and communication flow.
  • Design: Decide where AI, email, chatbot, visuals or data analysis add value.
  • Build: Create prompts, templates, chatbot rules, visual output and/or data insight steps.
  • Check: Test accuracy, tone, privacy, customer data, fallback and human escalation.
  • Present: Demonstrate the before-and- after workflow and expected productivity/ customer-experience improvement.

Possible capstones: Email Enquiry-to- Resolution Workflow, FAQ Chatbot, Complaint Dashboard, Customer Service Infographic Journey, Service Recovery Workflow or Feedback-to-Insight Workflow.

5:00 End of Course