Visão Geral

Este curso capacita profissionais de atendimento ao cliente a utilizar técnicas de Engenharia de Prompts para maximizar o potencial da Inteligência Artificial Generativa em operações de Customer Service, Contact Centers, Service Desk e Customer Experience (CX). O participante aprenderá a criar prompts eficazes para automatizar interações, melhorar a qualidade das respostas, aumentar a produtividade dos atendentes, acelerar a resolução de problemas e elevar os níveis de satisfação dos clientes.

Objetivo

Após realizar este curso, você será capaz de:

• Compreender como aplicar Engenharia de Prompts em operações de atendimento ao cliente
• Criar prompts eficazes para suporte, atendimento e resolução de solicitações
• Utilizar IA Generativa para aumentar a produtividade e a qualidade do atendimento
• Desenvolver fluxos de interação para chatbots, assistentes virtuais e agentes humanos assistidos por IA
• Melhorar a experiência do cliente por meio de respostas mais precisas e contextualizadas
• Aplicar práticas seguras, éticas e alinhadas à governança corporativa no uso da IA

Publico Alvo

• Profissionais de Atendimento ao Cliente
• Supervisores e Coordenadores de Contact Center
• Analistas de Customer Experience (CX)
• Equipes de Service Desk e Help Desk
• Gestores de Suporte e Relacionamento com Clientes
• Profissionais envolvidos em iniciativas de automação de atendimento

Pre-Requisitos

• Conhecimentos básicos de atendimento ao cliente
• Familiaridade com processos de suporte e relacionamento com clientes
• Interesse em Inteligência Artificial Generativa
• Não é necessário conhecimento de programação

Conteúdo Programatico

Module 1: Introduction to Prompt Engineering for Customer Service

1. Fundamentals of Generative AI
2. Customer service transformation with AI
3. Large Language Models overview
4. AI-assisted customer interactions
5. Opportunities and limitations
6. Responsible AI principles

Module 2: Foundations of Customer Service Prompting

1. Anatomy of customer service prompts
2. Defining customer interaction objectives
3. Context management techniques
4. Structuring customer-focused instructions
5. Tone and communication guidelines
6. Prompt quality evaluation

Module 3: Core Prompting Techniques

1. Zero-shot prompting
2. Few-shot prompting
3. Role-based prompting
4. Scenario-based prompting
5. Conversation-guided prompts
6. Prompt refinement strategies

Module 4: Customer Support and Issue Resolution

1. Technical support assistance
2. Problem diagnosis workflows
3. Troubleshooting guidance generation
4. Resolution recommendation prompts
5. Escalation support techniques
6. Service recovery communications

Module 5: Customer Communication Excellence

1. Professional response generation
2. Personalized communication techniques
3. Empathy-driven prompts
4. Handling difficult conversations
5. Complaint management assistance
6. Customer retention interactions

Module 6: AI-Assisted Contact Center Operations

1. Agent assistance workflows
2. Real-time response suggestions
3. Call and chat summarization
4. Knowledge retrieval support
5. Interaction documentation automation
6. Productivity enhancement techniques

Module 7: Prompt Engineering for Chatbots and Virtual Assistants

1. Conversational design fundamentals
2. Chatbot response optimization
3. Intent identification support
4. Self-service experience enhancement
5. Context-aware interactions
6. Escalation path design

Module 8: Customer Experience (CX) Analytics

1. Customer feedback analysis
2. Sentiment interpretation assistance
3. Customer journey insights
4. Service quality evaluation
5. Trend identification workflows
6. Experience improvement recommendations

Module 9: Knowledge Management and Service Content

1. Knowledge base article generation
2. FAQ development workflows
3. Procedure documentation assistance
4. Service catalog content creation
5. Internal support documentation
6. Continuous knowledge improvement

Module 10: Quality Assurance and Performance Optimization

1. Response quality assessment
2. Consistency verification techniques
3. Prompt performance evaluation
4. Customer service KPI support
5. Continuous improvement methodologies
6. Service excellence practices

Module 11: Governance, Privacy and Responsible AI

1. Customer data privacy
2. Confidentiality and compliance requirements
3. Ethical AI usage in customer service
4. Risk mitigation strategies
5. AI governance principles
6. Human oversight considerations

Module 12: Customer Service Prompt Engineering Workshop

1. Customer interaction simulations
2. Support case resolution exercises
3. Chatbot design workshops
4. Contact center productivity scenarios
5. Customer experience improvement projects
6. Final prompt engineering for customer service project