Conversational AI and Chatbot Deployment for Customer Operations

Chatbots and virtual assistants are spreading fast across African customer service, from banking to telecoms and government. This course helps teams design, deploy and govern conversational assistants that genuinely help customers rather than frustrate them. Participants plan a chatbot from use case to launch, including handover to human agents and safe handling of customer data.

What you will be able to do

Identify customer journeys where a chatbot adds real value.
Design conversation flows that are clear, helpful and on brand.
Plan smooth handover between automated and human agents.
Configure a chatbot to answer from approved knowledge sources.
Protect customer data and manage privacy within conversations.
Measure performance and improve the assistant over time.

Course outline

01Where Chatbots Help and Where They Fail
02Choosing the Right Use Cases
03Designing Conversation Flows
04Human Handover and Escalation
05Grounding Answers in Approved Content
06Privacy and Data Handling
07Measuring and Improving Performance
08Chatbot Design Workshop

Who should attend

Customer experience, contact centre, digital and IT staff planning or managing chatbot and virtual assistant projects.

Dates, venues and fees

Dates	Venue	Days	Fee
17 to 18 Aug 2026	Durban	2	R10,000
24 to 25 Aug 2026	Johannesburg	2	R10,000
7 to 8 Sep 2026	Mauritius	2	US$1,100
14 to 15 Sep 2026	Dubai	2	US$1,100
21 to 22 Sep 2026	Lagos	2	US$1,100
28 to 29 Sep 2026	Harare	2	US$1,100
5 to 6 Oct 2026	Kampala	2	US$1,100
12 to 13 Oct 2026	Dar es Salaam	2	US$1,100
19 to 20 Oct 2026	Pretoria	2	R10,000
26 to 27 Oct 2026	Cape Town	2	R10,000
9 to 10 Nov 2026	Online	2	US$900
16 to 17 Nov 2026	Mozambique	2	US$1,100
23 to 24 Nov 2026	Cairo	2	US$1,100
30 Nov to 1 Dec 2026	Accra	2	US$1,100
7 to 8 Dec 2026	Lusaka	2	US$1,100
14 to 15 Dec 2026	Kigali	2	US$1,100
21 to 22 Dec 2026	Nairobi	2	US$1,100

Fees are per delegate. South African venues are priced in rand; other locations and online in US dollars. Fees exclude 15% VAT where applicable. Group bookings of three or more delegates from the same organisation qualify for a reduced rate; contact us for a quotation.

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Training a whole team?

We can run Conversational AI and Chatbot Deployment for Customer Operations privately for your team, on your dates and built around your own systems. Group delivery is usually more cost effective from about six delegates.

Run this in-house