AI & Data Insights

Build foundational skills to transform customer interactions using AI and data-driven insights. In this course, you will learn to interpret customer data, analyze sentiment trends, and deploy AI-powered tools to enhance service performance. Using Microsoft Dynamics 365, Power BI, Power Virtual Agents, and AI sentiment tools, you will create dashboards, measure handle-time variance, manage CRM contacts, and evaluate bot performance. You will explore how AI-generated responses can be refined for personalization and accuracy while maintaining customer empathy. Through applied labs and a project, you will synthesize dashboard insights with AI recommendations to support proactive engagement and operational efficiency. By the end of this course, you will be able to use AI and analytics to improve customer experience outcomes and support data-informed service decisions.