ChatGPT for Customer Experience A1

Module 1: ChatGPT Essentials & Ethics

• Focus: Core understanding, business context, and ethical use
• How ChatGPT works – architecture, model limitations, capabilities
• Ethical principles, privacy and security in business applications
• Real-world business use cases – what works and what doesn’t
• How to craft effective prompts and avoid common pitfalls
• Introduction to the ChatGPT interface, version differences (Free vs Plus)
• Practical exercises using basic business examples

Module 2: ChatGPT for Customer Experience

• Focus: Using ChatGPT to improve communication with clients and enhance CX
• Generating personalized responses to complaints and inquiries
• Adapting tone and style based on customer profiles (age, tech level, attitude)
• Examples of usage in social media (Facebook, Instagram, TikTok)
• Creating templates for emails, chats, and surveys
• Supporting chatbot logic and flows (without direct integration)
• Evaluating and automating responses – when ChatGPT is and isn’t appropriate