Automation Management (Generative AI Chatbots)

Course Content

• LO1. Appraise the strengths and limitations of various Generative AI-powered chatbot builders
• LO2. Assess the benefits and trade-offs of deploying Generative AI-powered chatbots for their organisation
• LO3. Apply optimisation techniques to build and enhance Generative AI-powered chatbots for integration into customer service processes

Learning Outcomes

Upon completion of this course, participants will be able to:

• Identify the strengths, limitations, and features of popular no-code AI chatbot platforms like Microsoft Copilot and Copilot Studio.
• Evaluate the benefits, trade-offs, and business impact of integrating AI chatbots into customer service operations.
• Design and build functional, user-friendly chatbots optimized for real-world service delivery using no-code tools.
• Integrate chatbots with existing company websites, CRMs, and digital platforms for seamless operations.
• Monitor chatbot performance and apply iterative improvements to enhance service outcomes.

Course Outline

This course will cover the following topics:

• Understanding AI Chatbot Platforms: An introduction to the features, strengths, and limitations of popular no-code platforms used for building AI chatbots.
• Analyzing Business Fit and Impact: Learn to evaluate the trade-offs and benefits of integrating an AI chatbot into business operations and its potential impact on customer service.
• Designing Functional Chatbots: Gain skills in designing and optimizing a functional chatbot that can handle real-world service delivery in a user-friendly manner.
• Building a No-Code Chatbot: Hands-on practice in building a chatbot from the ground up using Microsoft Copilot Studio without the need for coding.
• Real-World Integration and Feedback: Learn how to connect your chatbot to websites and business platforms for seamless integration and how to use feedback for continuous improvement.

AI Tools Used

Copilot Studio: A dedicated no-code platform used to build, deploy, and manage AI-powered chatbots.

Copilot: An AI assistant integrated into Microsoft apps that helps boost productivity.

Minimum Entry Requirement

• At least a GCE ‘N’ Level graduate or a Workplace Literacy Level 5 or higher
• At least one year of working experience in a role that uses computers at work
• Learners who do not meet the education qualification requirements but have at least 3 years of relevant working experience can be admitted on a case-by-case basis subject to approval by the Management Representative.

Course Funding Options

Eligible Singaporeans can use SkillsFuture Credit to offset course fees, while NTUC members can utilise UTAP for up to 50% funding (capped at $250 per year). Companies can also benefit from Absentee Payroll (AP) funding at $4.50 per hour, capped at $100,000 per year. 

Funding Eligibility Criteria

Individual Sponsored Trainee

Company Sponsored Trainee

– Singapore Citizens or Singapore Permanent Residents – From 1 October 2023, all attendance-taking for SkillsFuture Singapore’s (SSG) funded courses must be done digitally via the Singpass App. This applies to both physical and synchronous e-learning courses – Trainee must achieve at least 75% attendance – Trainee must pass all prescribed tests/assessments and attain 100% competency – We reserve the right to claw back the funded amount from trainee if he/she does not meet the eligibility criteria

– Singapore Citizens or Singapore Permanent Residents – From 1 October 2023, all attendance-taking for SkillsFuture Singapore’s (SSG) funded courses must be done digitally via the Singpass App. This applies to both physical and synchronous e-learning courses – Trainee must achieve at least 75% attendance – Trainee must pass all prescribed tests/assessments and attain 100% competencyWe reserve the right to claw back the funded amount from trainee if he/she does not meet the eligibility criteria

Funding Types

Individual Sponsored Trainee	Company Sponsored Trainee
SkillsFuture: – Eligible Singapore Citizens can use their SkillsFuture Credits to offset course fee payable after funding UTAP: – This course is eligible for Union Training Assistance Programme (UTAP) – NTUC members can enjoy up to 50% funding (capped at $250 per year) under UTAP	Absentee Payroll (AP) Funding: – $4.50 per hour, capped at $100,000 per enterprise per calendar year – AP funding will be computed based on the actual number of training hours attended by the trainee