Automated Customer Service Workflows | Udemy [Update 04/2026]
English | Size: 93.6 MB
Genre: eLearning[/center]
Includes 60+-tool practitioner playbook: chatbot runbooks, IVR optimization, email automation checklists, and workflow K
What you'll learn
Assess automation maturity across 7 domains using the 210-question self-assessment with RDMAICS scoring
Deploy chatbots using the step-by-step runbook with NLP training, conversation testing, and handoff config
Optimize IVR systems using the playbook with menu redesign, speech tuning, and abandonment analysis
Compare automation platforms using the scoring matrix across NLP, integration, scalability, and cost
Use a 60+-tool professional playbook including chatbot runbooks, IVR optimization guides, and workflow KPI dashboards
This course contains the use of artificial intelligence.
Customers expect instant responses and failing to deliver within 2 hours causes irreversible brand damage. If your chatbot containment rate is unmeasured, your IVR has no abandonment analysis, and your email automation has no spam compliance checks, you are running workflows blind.
What You Will Be Able to Do After This Course:
Assess automation maturity across 7 domains using 210 targeted questions covering workflow strategy, customer journey integration, chatbot design, email automation, IVR performance, knowledge management, and CRM integration
Deploy chatbots using the step-by-step runbook with intent validation, NLP training, conversation testing, handoff configuration, and go-live checklist
Optimize IVR systems using the multi-phase playbook covering menu redesign, speech recognition tuning, abandonment analysis, and usability testing
Design human-in-the-loop escalation using the decision framework with confidence thresholds, sentiment triggers, and agent handoff protocols
Compare automation platforms (Zendesk, ServiceNow, Microsoft Power Automate) using the scoring matrix across NLP capability, integration depth, scalability, and cost
Score chatbot effectiveness using the model combining containment rate, CSAT, resolution accuracy, and escalation frequency
Why This Course Is Different:
Why This Course Is Different: Built by The Art of Service with 25 years of expertise across 160 countries, covering 692 compliance frameworks and 13,000+ controls. Organizations without auditable workflow controls are already receiving formal notices.
Why Now?
Why Now? AI governance mandates now require transparency and human oversight in all customer-facing algorithms.
The included 63-tool practitioner playbook provides 60+ PM form templates across all 5 PMBOK process groups, a workflow classification registry with automation suitability scores, a customer journey touchpoint register, and a 120+ term glossary covering NLP, containment rate, omnichannel routing, and unified customer profiles. Deploying outdated automation exposes you to enforcement actions.
INCLUDED: 60+-Tool Professional Implementation Playbook
Professional-grade templates, scoring frameworks, runbooks, and diagnostics:
Self Assessment and Diagnostics - Quick Scan diagnostic, RDMAICS Scoring Dashboard, Maturity Radar, Seven-Area Domain Assessment, Gap Analysis, Stakeholder Map
Requirements and Goal Setting - Project Charter, Requirements Documentation, Requirements Traceability Matrix, RACI Matrix, Scope Statement, WBS
Models and Frameworks - Core domain frameworks, entity registries, classification systems, authoritative reference catalogs
Project Management Forms - Consolidated PM workbooks for all five process groups - 60+ form templates with full domain-specific content
Processes and Execution - Runbooks, SOPs, execution checklists, handoff protocols, role-based task guides
Performance and KPIs - KPI framework, metrics dashboard, benchmarking tools, earned value tracker
Quality and Governance - Audit checklists, risk matrices, non-conformance templates, compliance frameworks, incident log
Sustainment and Improvement - Continuous improvement tracker, lessons learned register, sustainment guide, retrospective template
Advanced Topics - Scaling playbooks, optimisation frameworks, future-state planning, advanced practitioner tools
Reference and Quick Cards - Glossary, standards cross-reference, one-page quick reference cards, decision frameworks
Every XLSX includes an Instructions tab with Pro Tips. Every PDF includes How to Use and Quick Reference sections.
Who this course is for:
Customer support managers deploying chatbots, IVR, and email automation across service channels
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