Building Customer Experience (CX) Chatbot: From Templates to GenAI Customisation
Customer Service, Sales, and Marketing teams want working tools—not buzzwords. Whether you’re launching a CX automation pilot, preparing for IT handover, or seeking stakeholder approval, this workshop equips your team to build a policy-grounded, PDPA-safe chatbot they can test, cost, and defend. Day 1 focuses on fast wins using a visual builder. Day 2 upgrades to a lean GenAI-powered bot with fallback logic, privacy protections, and a demo-ready approval pack. Don’t just talk about customer experience automation—build it. Sign up now and leave with a working chatbot, a clear deployment plan, and the confidence to go live.
What You’ll Gain
- A working chatbot that answers real customer questions using your own documents
- A simple web chat interface with fallback answers and privacy safeguards
- A demo-ready bundle with cost sheet, risk register, and next steps for leadership
What You’ll Learn
- How to build and compare chatbots using Copilot Studio, GenAI + RAG, and rule-based Q&A
- How to test chatbot accuracy, latency, and safety across use cases
- How to apply PDPA safeguards: redacting NRIC, email, phone, and adding privacy notices
- How to estimate platform and token costs and prepare a clean IT handover
- How to package your chatbot for leadership approval and go-live
Perfect For:
SME teams in customer service, marketing, and sales who want to build a chatbot they can test, cost, and deploy—without needing deep technical skills. Ideal for teams moving from chatbot ideas to real customer-facing tools, with compliance and audit-readiness built in.
Key Learning Outcomes
- Build Policy-Grounded Chatbots for Real Customer Use
Design chatbots that respond using your actual returns, warranty, and sales policies—grounded in source documents and traceable for compliance. - Compare and Select Chatbot Architectures Strategically
Evaluate Copilot Studio, GenAI + RAG, and rule-based Q&A approaches based on accuracy, latency, fallback logic, and operational effort. - Apply PDPA Safeguards in Chatbot Design
Implement privacy protections including NRIC/email/phone redaction, consent notices, and lightweight DPIA documentation—without legal overhead. - Design Prompting and Guardrails for SME Use Cases
Craft clear, polite prompts and fallback responses that reduce ambiguity, control cost, and ensure safe refusals—without needing code. - Test and Validate Chatbot Performance with Confidence
Run structured evaluations for accuracy, latency, and red-team safety—ensuring your chatbot is demo-ready and not just a prototype. - Estimate Costs and Prepare IT Handover Effectively
Calculate platform and token usage, define escalation strategies, and package your chatbot with Docker for seamless staging and deployment. - Assemble a Leadership-Ready Approval Pack
Produce a complete bundle including demo, cost sheet, risk register, and pilot plan—ready for stakeholder review and go-live decision.
Key Learning Units
📘 Unit 1: Fast Build with Copilot Studio
- Choose a use case (Returns, Delivery, Warranty)
- Build a chatbot using visual tools and publish a test version
- Learn strengths and limits of vendor platforms
📘 Unit 2: Prompting and Guardrails
- Write clear, polite prompts that reduce confusion and cost
- Learn how to guide chatbot behavior without coding
📘 Unit 3: GenAI Bot with Your Policies
- Build a simple chatbot using your FAQ and policy files
- Add fallback answers and track performance
📘 Unit 4: RAG for Safer Answers
- Attach your documents and test chatbot responses with citations
- Build trust with grounded answers for legal and compliance teams
📘 Unit 5: PDPA Compliance Made Simple
- Add privacy notices and redaction for NRIC, email, phone
- Capture a lightweight DPIA note for internal use
📘 Unit 6: Costing and IT Handover
- Estimate platform and token costs
- Package your chatbot for IT with Docker and handover notes
📘 Unit 7: Approval Pack and Go-Live
- Build a demo, cost sheet, and risk register
- Define ownership, pilot plan, and next steps
SMF Member Course Fee: $800
Non-SMF Member Course Fee: $850
*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.
