Description

Introduction

In the evolving landscape of business operations, conversational AI is revolutionizing how companies manage HR processes, engage with customers, and empower their sales teams. This course dives deep into the transformative power of AI-powered chatbots and virtual assistants across human resources, sales, and support functions. Participants will learn how AI can automate tasks, enhance employee and customer interactions, and streamline workflows, ultimately leading to improved business outcomes.

Prerequisites

• A general understanding of business operations in HR, Sales, and Support

• Basic familiarity with AI concepts is beneficial but not mandatory

• No programming skills required — this course focuses on applications rather than technical development

Table of Contents

1. Conversational AI Overview
1.1 What is Conversational AI?
1.2 Evolution from Rule-Based Bots to LLMs (Large Language Models)
1.3 Benefits Across Business Functions

2. AI in Human Resources
2.1 Recruitment Chatbots for Candidate Screening
2.2 Automating Onboarding and FAQs
2.3 Virtual HR Assistants for Policy and Benefits Queries
2.4 Enhancing Employee Engagement with AI

3. AI in Sales Enablement
3.1 AI Assistants for Lead Qualification
3.2 Personalization in Sales Conversations
3.3 Conversational Commerce and Guided Selling
3.4 CRM Integration and Automation

4. AI in Customer Support
4.1 24/7 Chat Support with Virtual Agents
4.2 Handling Tier-1 Queries and Escalation
4.3 Sentiment Detection and Adaptive Replies
4.4 Voice Bots and Omnichannel Support

5. Designing Effective Conversational Flows
5.1 Understanding User Intent
5.2 Dialogue Management Best Practices
5.3 Using NLP for Context Awareness
5.4 Handling Errors and Fallbacks Gracefully

6. Building and Deploying Chatbots
6.1 Platforms: Dialogflow, Microsoft Bot Framework, Rasa
6.2 Integration with HRMS, CRM, and Helpdesk Tools
6.3 Testing and Training the Bot
6.4 Monitoring and Continuous Improvement

7. Ethics, Privacy, and Compliance
7.1 Protecting User Data and Privacy
7.2 Ensuring Fair and Unbiased AI Interactions
7.3 Regulatory Compliance in HR and Customer Support
7.4 Transparency and Explainability in AI

8. Future of Conversational AI in Business
8.1 AI-Powered Employee Self-Service
8.2 Predictive AI in Sales and Support
8.3 Multilingual and Voice-First Interfaces
8.4 Human-AI Collaboration in the Workplace

Conversational AI has ushered in a new era of business transformation. Its applications in HR, Sales, and Support are not just enhancing existing operations, but also paving the way for entirely new ways of interacting with employees, customers, and prospects. This course has equipped you with the knowledge to leverage conversational AI to improve productivity, customer experience, and operational efficiency, enabling your business to thrive in a competitive landscape. The future is conversational, and the time to integrate AI is now.