FORMATION IA
L'IA pour les petites équipes de service client
Permettre aux petites équipes support de trier les messages, rédiger des réponses et créer des FAQ plus rapidement grâce à l'IA.
Ce qu'elle couvre
Un atelier pratique d'une journée destiné aux petites équipes de service client souhaitant utiliser l'IA pour traiter les tâches répétitives sans perdre la dimension humaine. Les participants apprennent à configurer des workflows de triage, générer des ébauches de réponses, créer des réponses types et déployer des chatbots FAQ simples. La session est entièrement pratique, avec des exemples concrets tirés de situations courantes en PME. À l'issue de la formation, chaque participant repart avec au moins un workflow assisté par IA prêt à être utilisé dès le lendemain.
À l'issue, vous saurez
- Set up an AI-assisted inbox triage workflow that categorises incoming customer messages by type and urgency
- Write reusable prompt templates that generate on-brand draft replies for the five most common customer queries
- Build and publish a basic FAQ chatbot using a no-code tool connected to your existing knowledge base
- Identify which customer interactions require a human response and configure escalation rules accordingly
- Apply basic GDPR-compliant practices when using AI tools that process customer personal data
Sujets abordés
- Inbox triage: classifying and prioritising messages with AI
- Drafting customer replies using prompt templates
- Building a canned responses library with AI assistance
- Creating a simple FAQ chatbot (no-code tools)
- Responding to online reviews at scale
- Knowing when to keep a human in the loop
- Tool selection: ChatGPT, Tidio, Freshdesk AI, Intercom Fin
- Basic GDPR considerations for customer data in AI tools
Modalité
Delivered in-person or via video call (half-day to full-day). Participants work on their own laptops using live tools throughout — no slides-only sections. Trainer provides a prompt library, workflow templates, and a tool comparison cheat sheet. Ratio is approximately 30% instruction, 70% hands-on practice. Remote delivery works well for distributed micro-teams; in-person is preferred for teams sharing the same inbox setup.
Ce qui fait que ça marche
- Starting with just one high-volume, low-complexity query type before expanding AI coverage
- Maintaining a shared prompt library that the whole team reviews and updates monthly
- Setting a clear escalation rule so agents know exactly when to take over from AI-generated drafts
- Choosing tools that integrate with the existing helpdesk rather than adding a separate AI layer
Erreurs fréquentes
- Automating replies fully without any human review, leading to tone mismatches and customer complaints
- Using a generic AI tool without a system prompt, producing off-brand or inaccurate responses
- Pasting full customer emails (including PII) into public AI tools without understanding data retention policies
- Building a chatbot before documenting the actual FAQ content, resulting in a bot that answers nothing correctly
Quand NE PAS suivre cette formation
This workshop is not the right fit for a team that already uses a fully configured helpdesk AI (e.g. Intercom Fin in production) and needs to optimise model performance or analyse support metrics — that requires a practitioner-level programme, not a literacy workshop.
Fournisseurs à considérer
Sources
Cette formation fait partie d'un catalogue Data & IA construit pour les leaders sérieux sur l'exécution. Lancez le diagnostic gratuit pour voir quelles formations sont prioritaires pour votre équipe.