AI-Powered CX Bot Orchestration Workshop
This 3-day immersive workshop empowers professionals to design, build, and deploy conversational AI systems that elevate customer engagement, streamline service delivery, and orchestrate seamless omnichannel experiences. Participants will gain a holistic understanding of how large language models (LLMs), workflow automation, and multi-agent collaboration can transform customer service operations from reactive to proactive.
Through strategy sessions, applied labs, and live tool demonstrations, learners will explore the full lifecycle of a customer experience (CX) bot—from conversation design to backend integration and governance. They will learn how to apply agentic principles, automate complex service flows, and integrate APIs or enterprise platforms such as CRM, Power Automate, and Zapier to create intelligent, context-aware assistants.
What You’ll Learn
- Understand the strategic importance of Conversational and Agentic AI in modern customer experience management.
- Identify CX pain points and opportunities suitable for automation and AI augmentation.
- Design effective conversation flows and intents that align with business and customer goals.
- Build and integrate AI agents using tools like OpenAI’s API, Zapier, and Make.
- Apply MCP for multi-agent orchestration and real-time data context exchange.
- Implement governance frameworks addressing data privacy, ethical use, and compliance.
- Test and iterate CX bots based on user feedback, analytics, and business outcomes.
- Develop a sustainability plan to continuously improve AI-driven CX operations.
- Champion AI adoption within customer service teams through knowledge sharing and change management.
Day 1: Foundations of Conversational & Agentic CX
- Module 1: The CX Transformation Landscape – Why AI Is Reshaping Customer Engagement
- Module 2: Conversational Design Principles – Intent, Tone, and Flow
- Module 3: From Chatbot to Agentic System – Understanding Multi-Agent Architectures
- Module 4: Tools Landscape – OpenAI, Zapier, Make, and CX-specific Integrations
- Module 5: Hands-On Lab – Building Your First CX Agent Prototype
Day 1 Wrap-Up: Reflection & Alignment of CX Goals with AI Opportunities
Day 2: Orchestration & Integration
- Module 6: Workflow Automation – Connecting CX Bots to Enterprise Systems
- Module 7: Applying MCP for Multi-Agent Collaboration
- Module 8: Data Flow & Context Management – Keeping Conversations Smart and Consistent
- Module 9: Building Omnichannel Experiences – Web, Email, WhatsApp, and Voice Integration
- Module 10: Lab Exercise – Integrating CRM & Workflow Tools with AI Agents
Day 2 Wrap-Up: Group Discussion – Evaluating Real-World CX Bot Scenarios
Day 3: Governance, Optimization & Scaling
- Module 11: Responsible AI & Data Privacy in Customer Experience
- Module 12: Testing, Fine-Tuning, and Measuring Bot Performance
- Module 13: Troubleshooting and Iteration – Real-World CX Challenges
- Module 14: Scaling AI-Driven CX Operations – Change Management & ROI
- Module 15: Capstone Lab – Orchestrating a Multi-Agent CX Ecosystem
Final Module: Presentation & Implementation Roadmap – “From Prototype to Production”
** Please remember to bring your laptop, as it may be required for some of the activities.
*Course fees before GST
Note that purchases of goods and services from GST-registered businesses will be subject to GST at 9% GST. The GST amount calculated will be based on full course fees.
• O Level and above
• A minimum of 3 years working experience
• Language proficiency is English, at GCE N’ Level
An applicant must be at least 18 years of age on admission to the programme.
1. All notice of withdrawal must be given in writing before the issuance of letter of confirmation. Once confirmation letter is sent to participant, no cancellation will be allowed or penalty charges will apply.
If notice of withdrawal is received:
– At least 1 week before commencement of the course, a 20% of the full course fee will be charged. For government-funded course, a 20% of full course fee before funding will be charged.
– Less than 1 week before commencement of the course, a 30% of the full course fee will be charged. For government-funded course, a 30% of full course fee before funding will be charged.
– No show on the scheduled date, a full course fee will be levied. For government-funded course, a full course fee before funding will be charged.
2. For all government-funded programmes (WSQ & Non-WSQ), funding is only applicable to:
– Singapore Citizens or Singapore Permanent Residents
– Participants who have achieved at least 75% attendance and passed all required assessments
Full course fee will be charged to participants who fail to meet the above-mentioned criteria.
3. When a course is cancelled, fail to commence or fail to complete under unforeseen circumstances, participant is allowed to defer the intake at no cost or withdraw from the course; under such situation, a full refund of the advance payment will be given.
4. Notice of change in participant’s name must be given in writing, not less than 5 days before the course commencement date.
5. SMF CCL reserves the right, at our sole discretion, to change, modify or otherwise alter these terms and conditions at any time. Such modifications shall become effective immediately upon the posting thereof.
6. SMF Centre for Corporate Learning Pte Ltd has a Data Protection Policy which provides more information about how we collect, use and disclose your personal data. Please click the link below to know more.
https://smfccl.sg/privacy/
1. The candidate has the right to disagree with the assessment decision made by the assessor.
2. When giving feedback to the candidate, the assessor must check with the candidate if he agrees with the assessment outcome.
3. If the candidate agrees with the assessment outcome, the assessor & the candidate must sign the Assessment Summary Record.
4. If the candidate disagrees with the assessment outcome, he/she should not sign in the Assessment Summary Record.
5. If the candidate intends to appeal the decision, he/she should first discuss the matter with the assessor/assessment manager.
6. If the candidate is still not satisfied with the decision, the candidate must notify the assessor of the decision to appeal. The assessor will reflect the candidate’s intention in the Feedback Section of the Assessment Summary Record.
7. The assessor will notify the assessor manager about the candidate’s intention to lodge an appeal.
8. The candidate must lodge the appeal within 7 days, giving reasons for appeal together with the appeal fee of $109.00 (inclusive of 9% GST).
9. The assessor can help the candidate with writing and lodging the appeal.
10. The assessment manager will collect information from the candidate & assessor and give a final decision.
11. A record of the appeal and any subsequent actions and findings will be made.
12. An Assessment Appeal Panel will be formed to review and give a decision.
13. The outcome of the appeal will be made known to the candidate within 2 weeks from the date the appeal was lodged.
14. The decision of the Assessment Appeal Panel is final and no further appeal will be entertained.
15. Please click the link below to fill up the Candidates Appeal Form.
