Artificial Intelligence in Operations: SOP, Process Mapping, Automation Opportunities

This course is a practical program that teaches operations and customer service teams how to document, map, and automate business processes using artificial intelligence tools.

Beginner, Intermediate

4 Hours

Live-Zoom

Certified

About the Course

AI For Operations And CX Teams

Beginner & Intermediate4 HoursOperations & CXHands-On

Equip operations, customer service, and CX teams to leverage AI for process analysis, documentation, and automation—from SOP creation and process mapping to support optimization and quality measurement—for more efficient, systematic work.

Category CX Leaders, Customer Success Teams, Support Teams, Operations Teams, Call Center Teams

Curriculum Hands-On, Tool-Based Learning

Learning Outcomes

Identify bottlenecks in existing processes quickly and prioritize improvement areas
Standardize SOP creation with AI to ensure cross-team consistency
Reduce time spent on repetitive inquiries by building internal knowledge bases and FAQs
Design automated response workflows and chatbot solutions to enhance customer experience
Improve team capacity and productivity by automating repetitive operational tasks

Who Should Attend?

CX Leaders
Customer Success Teams
Support Teams
Operations Teams
Call Center Teams

Prerequisites

Basic interest in the field
Computer and internet access

Accelerate Process Automation With AI

Practice tool-based methods to map, document, and automate workflows that improve efficiency and CX quality.

Course Content

AI in Operations and CX

Operations & CXProcess Mapping & SOPsKnowledge Bases & AutomationHands-on Lab

Learn how to apply AI to operations and customer experience, from process analysis and SOP creation to knowledge base design, support optimization, and end-to-end automation, with a focused hands-on lab.

Tools

ChatGPT
Claude
Zapier
Zendesk
Miro AI
Make
Microsoft 365 Copilot
Notion AI

1 Module 1 Introduction to AI in Operations and CX Processes

Understand the role of AI in operations and customer experience
Use AI tools for process analysis
Apply AI to documentation and automation

Duration: 35 minutes

2 Module 2 Process Analysis and Mapping

Visualize existing workflows
Identify bottlenecks
Analyze processes end-to-end
Determine key improvement areas

Duration: 40 minutes

3 Module 3 SOP (Standard Operating Procedure) Creation with AI

Create SOPs quickly and consistently with AI
Scale process documentation across teams
Standardize formats and steps using AI assistance

Duration: 40 minutes

4 Module 4 Knowledge Base, FAQ, and Internal Documentation Design

Design internal knowledge bases and FAQ content
Build operational guides for teams
Improve knowledge accessibility
Reduce support team workload

Duration: 40 minutes

5 Module 5 Support Operations and CX Optimization

Explore AI-powered chatbots and automated responses
Design faster, more consistent customer interactions
Optimize touchpoints across the customer journey

Duration: 45 minutes

6 Module 6 Quality Measurement and Operational Automation

Identify repetitive tasks and performance metrics
Evaluate automation opportunities
Design end-to-end automation workflows
Improve operational efficiency

Duration: 40 minutes

L1 Hands-on Lab Process Mapping, AI-Supported SOP, and Automated Response Design

Map an existing operational process and generate an AI-supported SOP document
Design an automated response workflow and knowledge base article for a frequently recurring support request