{"id":784,"date":"2026-06-25T15:40:06","date_gmt":"2026-06-25T15:40:06","guid":{"rendered":"https:\/\/b4btrainingpackage.eu\/?page_id=784"},"modified":"2026-08-07T16:07:44","modified_gmt":"2026-08-07T16:07:44","slug":"customer-support-engagement","status":"publish","type":"page","link":"https:\/\/b4btrainingpackage.eu\/fr\/customer-support-engagement\/","title":{"rendered":"Support client et engagement"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"784\" class=\"elementor elementor-784\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-d820873 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no\" data-id=\"d820873\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-519e5a3\" data-id=\"519e5a3\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-f10cf60 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no\" data-id=\"f10cf60\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-7b98d44\" data-id=\"7b98d44\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-03535b2\" data-id=\"03535b2\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4eb3b90 elementor-widget elementor-widget-image\" data-id=\"4eb3b90\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/b4btrainingpackage.eu\/\">\n\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"372\" src=\"https:\/\/b4btrainingpackage.eu\/wp-content\/uploads\/2026\/03\/Logo-B4B_full-5-copy-1024x372.png\" class=\"attachment-large size-large wp-image-16\" alt=\"\" srcset=\"https:\/\/b4btrainingpackage.eu\/wp-content\/uploads\/2026\/03\/Logo-B4B_full-5-copy-1024x372.png 1024w, https:\/\/b4btrainingpackage.eu\/wp-content\/uploads\/2026\/03\/Logo-B4B_full-5-copy-300x109.png 300w, https:\/\/b4btrainingpackage.eu\/wp-content\/uploads\/2026\/03\/Logo-B4B_full-5-copy-768x279.png 768w, https:\/\/b4btrainingpackage.eu\/wp-content\/uploads\/2026\/03\/Logo-B4B_full-5-copy-1536x557.png 1536w, https:\/\/b4btrainingpackage.eu\/wp-content\/uploads\/2026\/03\/Logo-B4B_full-5-copy-2048x743.png 2048w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-1229b1b\" data-id=\"1229b1b\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-68fb8a9 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no\" data-id=\"68fb8a9\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-7e260cd elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no\" data-id=\"7e260cd\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-a8dbebb\" data-id=\"a8dbebb\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-5ebf5c6 wpr-main-menu-align-center wpr-main-menu-align--tabletleft wpr-main-menu-align--mobileleft wpr-pointer-underline wpr-pointer-line-fx wpr-pointer-fx-fade wpr-sub-icon-caret-down wpr-sub-menu-fx-fade wpr-nav-menu-bp-mobile wpr-mobile-menu-full-width wpr-mobile-menu-item-align-center wpr-mobile-toggle-v1 wpr-sub-divider-yes wpr-mobile-divider-yes elementor-widget elementor-widget-wpr-nav-menu\" data-id=\"5ebf5c6\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;menu_layout&quot;:&quot;horizontal&quot;}\" data-widget_type=\"wpr-nav-menu.default\">\n\t\t\t\t\t<nav class=\"wpr-nav-menu-container wpr-nav-menu-horizontal\" data-trigger=\"hover\" data-consider-header=\"yes\" data-scroll-speed=\"10\"><ul id=\"menu-1-5ebf5c6\" class=\"wpr-nav-menu\"><li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-has-children menu-item-190\"><a aria-haspopup=\"true\" aria-expanded=\"false\" href=\"https:\/\/b4btrainingpackage.eu\/fr\/modules\/\" class=\"wpr-menu-item wpr-pointer-item\">Modules<i class=\"wpr-sub-icon fas\" aria-hidden=\"true\"><\/i><\/a>\n<ul class=\"sub-menu wpr-sub-menu\">\n\t<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-191\"><a href=\"https:\/\/b4btrainingpackage.eu\/fr\/module-1-ai-essentials-for-smes-ai-basics-trends\/\" class=\"wpr-sub-menu-item menu-link\">Module 1 &#8211; AI Essentials for SMEs (AI Basics &#038; Trends)<\/a><\/li>\n\t<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-231\"><a href=\"https:\/\/b4btrainingpackage.eu\/fr\/module-2-ai-applications-in-business\/\" class=\"wpr-sub-menu-item menu-link\">Module 2 &#8211; AI Applications in Business<\/a><\/li>\n\t<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-320\"><a href=\"https:\/\/b4btrainingpackage.eu\/fr\/module-3-skills-for-ai-implementation\/\" class=\"wpr-sub-menu-item menu-link\">Module 3 &#8211; Skills for AI Implementation<\/a><\/li>\n\t<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-451\"><a href=\"https:\/\/b4btrainingpackage.eu\/fr\/module-4-future-skill-requirements-and-training\/\" class=\"wpr-sub-menu-item menu-link\">Module 4 &#8211; Future Skill Requirements and Training<\/a><\/li>\n\t<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-450\"><a href=\"https:\/\/b4btrainingpackage.eu\/fr\/module-5-ethical-ai-for-business\/\" class=\"wpr-sub-menu-item menu-link\">Module 5 &#8211; Ethical AI for Business<\/a><\/li>\n\t<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-449\"><a href=\"https:\/\/b4btrainingpackage.eu\/fr\/module-6-leadership-innovation-culture\/\" class=\"wpr-sub-menu-item menu-link\">Module 6 &#8211; Leadership &#038; Innovation Culture<\/a><\/li>\n\t<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-606\"><a href=\"https:\/\/b4btrainingpackage.eu\/fr\/module-7-cybersecurity-for-smes\/\" class=\"wpr-sub-menu-item menu-link\">Module 7 &#8211; Cybersecurity for SMEs<\/a><\/li>\n<\/ul>\n<\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-has-children menu-item-879\"><a aria-haspopup=\"true\" aria-expanded=\"false\" href=\"https:\/\/b4btrainingpackage.eu\/fr\/short-courses\/\" class=\"wpr-menu-item wpr-pointer-item\">Short Courses<i class=\"wpr-sub-icon fas\" aria-hidden=\"true\"><\/i><\/a>\n<ul class=\"sub-menu wpr-sub-menu\">\n\t<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-877\"><a href=\"https:\/\/b4btrainingpackage.eu\/fr\/customer-relationship-management-crm\/\" class=\"wpr-sub-menu-item menu-link\">Customer Relationship Management (CRM)<\/a><\/li>\n\t<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-876\"><a href=\"https:\/\/b4btrainingpackage.eu\/fr\/ai-for-marketing\/\" class=\"wpr-sub-menu-item menu-link\">AI for Marketing<\/a><\/li>\n\t<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-878\"><a href=\"https:\/\/b4btrainingpackage.eu\/fr\/sales\/\" class=\"wpr-sub-menu-item menu-link\">Sales<\/a><\/li>\n\t<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-882\"><a href=\"https:\/\/b4btrainingpackage.eu\/fr\/data-analytics-and-business-intelligence\/\" class=\"wpr-sub-menu-item menu-link\">Data Analytics and Business Intelligence<\/a><\/li>\n\t<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-881\"><a href=\"https:\/\/b4btrainingpackage.eu\/fr\/customer-support-engagement\/\" class=\"wpr-sub-menu-item menu-link\">Customer Support &#038; Engagement<\/a><\/li>\n\t<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-880\"><a href=\"https:\/\/b4btrainingpackage.eu\/fr\/artificial-intelligence-for-e-commerce-and-retail\/\" class=\"wpr-sub-menu-item menu-link\">Artificial Intelligence for E-commerce and Retail<\/a><\/li>\n\t<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-885\"><a href=\"https:\/\/b4btrainingpackage.eu\/fr\/supply-chain-operations\/\" class=\"wpr-sub-menu-item menu-link\">Supply Chain &#038; Operations<\/a><\/li>\n\t<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-883\"><a href=\"https:\/\/b4btrainingpackage.eu\/fr\/artificial-intelligence-for-human-resources-2\/\" class=\"wpr-sub-menu-item menu-link\">Artificial Intelligence for Human Resources<\/a><\/li>\n\t<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-884\"><a href=\"https:\/\/b4btrainingpackage.eu\/fr\/cybersecurity\/\" class=\"wpr-sub-menu-item menu-link\">Cybersecurity<\/a><\/li>\n<\/ul>\n<\/li>\n<\/ul><\/nav><nav class=\"wpr-mobile-nav-menu-container\"><div class=\"wpr-mobile-toggle-wrap\"><div class=\"wpr-mobile-toggle\"><span class=\"wpr-mobile-toggle-line\"><\/span><span class=\"wpr-mobile-toggle-line\"><\/span><span class=\"wpr-mobile-toggle-line\"><\/span><\/div><\/div><ul id=\"mobile-menu-2-5ebf5c6\" class=\"wpr-mobile-nav-menu\"><li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-has-children menu-item-190\"><a aria-expanded=\"false\" href=\"https:\/\/b4btrainingpackage.eu\/fr\/modules\/\" class=\"wpr-mobile-menu-item menu-link\">Modules<span role=\"button\" class=\"dropdown-menu-toggle ast-header-navigation-arrow\" tabindex=\"0\" aria-expanded=\"false\" aria-label=\"Permutateur de Menu\" aria-haspopup=\"true\"><\/span><\/a>\n<ul class=\"sub-menu wpr-sub-menu\">\n\t<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-191\"><a href=\"https:\/\/b4btrainingpackage.eu\/fr\/module-1-ai-essentials-for-smes-ai-basics-trends\/\" class=\"wpr-mobile-sub-menu-item menu-link\">Module 1 &#8211; AI Essentials for SMEs (AI Basics &#038; Trends)<\/a><\/li>\n\t<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-231\"><a href=\"https:\/\/b4btrainingpackage.eu\/fr\/module-2-ai-applications-in-business\/\" class=\"wpr-mobile-sub-menu-item menu-link\">Module 2 &#8211; AI Applications in Business<\/a><\/li>\n\t<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-320\"><a href=\"https:\/\/b4btrainingpackage.eu\/fr\/module-3-skills-for-ai-implementation\/\" class=\"wpr-mobile-sub-menu-item menu-link\">Module 3 &#8211; Skills for AI Implementation<\/a><\/li>\n\t<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-451\"><a href=\"https:\/\/b4btrainingpackage.eu\/fr\/module-4-future-skill-requirements-and-training\/\" class=\"wpr-mobile-sub-menu-item menu-link\">Module 4 &#8211; Future Skill Requirements and Training<\/a><\/li>\n\t<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-450\"><a href=\"https:\/\/b4btrainingpackage.eu\/fr\/module-5-ethical-ai-for-business\/\" class=\"wpr-mobile-sub-menu-item menu-link\">Module 5 &#8211; Ethical AI for Business<\/a><\/li>\n\t<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-449\"><a href=\"https:\/\/b4btrainingpackage.eu\/fr\/module-6-leadership-innovation-culture\/\" class=\"wpr-mobile-sub-menu-item menu-link\">Module 6 &#8211; Leadership &#038; Innovation Culture<\/a><\/li>\n\t<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-606\"><a href=\"https:\/\/b4btrainingpackage.eu\/fr\/module-7-cybersecurity-for-smes\/\" class=\"wpr-mobile-sub-menu-item menu-link\">Module 7 &#8211; Cybersecurity for SMEs<\/a><\/li>\n<\/ul>\n<\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-has-children menu-item-879\"><a aria-expanded=\"false\" href=\"https:\/\/b4btrainingpackage.eu\/fr\/short-courses\/\" class=\"wpr-mobile-menu-item menu-link\">Short Courses<span role=\"button\" class=\"dropdown-menu-toggle ast-header-navigation-arrow\" tabindex=\"0\" aria-expanded=\"false\" aria-label=\"Permutateur de Menu\" aria-haspopup=\"true\"><\/span><\/a>\n<ul class=\"sub-menu wpr-sub-menu\">\n\t<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-877\"><a href=\"https:\/\/b4btrainingpackage.eu\/fr\/customer-relationship-management-crm\/\" class=\"wpr-mobile-sub-menu-item menu-link\">Customer Relationship Management (CRM)<\/a><\/li>\n\t<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-876\"><a href=\"https:\/\/b4btrainingpackage.eu\/fr\/ai-for-marketing\/\" class=\"wpr-mobile-sub-menu-item menu-link\">AI for Marketing<\/a><\/li>\n\t<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-878\"><a href=\"https:\/\/b4btrainingpackage.eu\/fr\/sales\/\" class=\"wpr-mobile-sub-menu-item menu-link\">Sales<\/a><\/li>\n\t<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-882\"><a href=\"https:\/\/b4btrainingpackage.eu\/fr\/data-analytics-and-business-intelligence\/\" class=\"wpr-mobile-sub-menu-item menu-link\">Data Analytics and Business Intelligence<\/a><\/li>\n\t<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-881\"><a href=\"https:\/\/b4btrainingpackage.eu\/fr\/customer-support-engagement\/\" class=\"wpr-mobile-sub-menu-item menu-link\">Customer Support &#038; Engagement<\/a><\/li>\n\t<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-880\"><a href=\"https:\/\/b4btrainingpackage.eu\/fr\/artificial-intelligence-for-e-commerce-and-retail\/\" class=\"wpr-mobile-sub-menu-item menu-link\">Artificial Intelligence for E-commerce and Retail<\/a><\/li>\n\t<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-885\"><a href=\"https:\/\/b4btrainingpackage.eu\/fr\/supply-chain-operations\/\" class=\"wpr-mobile-sub-menu-item menu-link\">Supply Chain &#038; Operations<\/a><\/li>\n\t<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-883\"><a href=\"https:\/\/b4btrainingpackage.eu\/fr\/artificial-intelligence-for-human-resources-2\/\" class=\"wpr-mobile-sub-menu-item menu-link\">Artificial Intelligence for Human Resources<\/a><\/li>\n\t<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-884\"><a href=\"https:\/\/b4btrainingpackage.eu\/fr\/cybersecurity\/\" class=\"wpr-mobile-sub-menu-item menu-link\">Cybersecurity<\/a><\/li>\n<\/ul>\n<\/li>\n<\/ul><\/nav>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-ca15596 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no\" data-id=\"ca15596\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-85a59cb\" data-id=\"85a59cb\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-c009ffc elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no\" data-id=\"c009ffc\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-d2b8ce1\" data-id=\"d2b8ce1\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-element elementor-element-502ac30 elementor-widget elementor-widget-spacer\" data-id=\"502ac30\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-599a69e elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no\" data-id=\"599a69e\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-2c5e8cc\" data-id=\"2c5e8cc\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-9b4a7c0 elementor-widget elementor-widget-heading\" data-id=\"9b4a7c0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Customer Support &amp; Engagement<\/h2>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-element elementor-element-b2d69d1 elementor-align-center elementor-widget elementor-widget-button\" data-id=\"b2d69d1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"#go\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Start<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-c38c6a9 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no\" data-id=\"c38c6a9\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-ecfe169\" data-id=\"ecfe169\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-3ba427d\" data-id=\"3ba427d\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-e52ad8d\" data-id=\"e52ad8d\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-e415224 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no\" data-id=\"e415224\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-c0239dd elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no\" data-id=\"c0239dd\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-9129140 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no\" data-id=\"9129140\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-d81f00b elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no\" data-id=\"d81f00b\" data-element_type=\"section\" data-e-type=\"section\" id=\"go\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-b3b3e6e\" data-id=\"b3b3e6e\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-e752ad2 elementor-widget elementor-widget-spacer\" data-id=\"e752ad2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-283adaf elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no\" data-id=\"283adaf\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-8c1f54c\" data-id=\"8c1f54c\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-b7179ce elementor-widget elementor-widget-heading\" data-id=\"b7179ce\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Course Overview &amp; Objectives \n\n\n\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-3abcb98\" data-id=\"3abcb98\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-0d3c026 elementor-widget elementor-widget-text-editor\" data-id=\"0d3c026\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">This module introduces SME employees to the use of AI in customer support and engagement. Learners will explore how AI can help handle routine customer inquiries, provide personalised responses, and improve overall customer satisfaction. By experimenting with AI-powered tools, learners will gain hands-on experience in delivering faster, more consistent, and more effective support while freeing staff to focus on complex or high-value customer interactions.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-cecab02 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no\" data-id=\"cecab02\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-2b25db1\" data-id=\"2b25db1\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-7d75e8c elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no\" data-id=\"7d75e8c\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-67d77fa\" data-id=\"67d77fa\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-922d3b8 elementor-widget elementor-widget-heading\" data-id=\"922d3b8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Learning outcomes\n\n\n\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4d9af3f elementor-widget elementor-widget-text-editor\" data-id=\"4d9af3f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">By the end\u00a0 this course, learners will be able to:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Understand how AI can enhance customer support processes in SMEs.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Use AI tools to respond to common customer queries efficiently.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Personalise engagement with customers using AI insights.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Evaluate the effectiveness of AI-assisted interactions and improve communication strategies.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Identify opportunities for integrating AI into daily customer service tasks.<\/span><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-element elementor-element-2e61c70 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"2e61c70\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6ea19e1 elementor-widget elementor-widget-spacer\" data-id=\"6ea19e1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-27b66cb elementor-widget elementor-widget-heading\" data-id=\"27b66cb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Tools Introduced \n\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-304d265 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no\" data-id=\"304d265\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-74fce08\" data-id=\"74fce08\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-49ca2fa elementor-widget elementor-widget-image\" data-id=\"49ca2fa\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"320\" height=\"320\" src=\"https:\/\/b4btrainingpackage.eu\/wp-content\/uploads\/2026\/06\/claude-logo-png_seeklogo-554540.png\" class=\"attachment-large size-large wp-image-786\" alt=\"\" srcset=\"https:\/\/b4btrainingpackage.eu\/wp-content\/uploads\/2026\/06\/claude-logo-png_seeklogo-554540.png 320w, https:\/\/b4btrainingpackage.eu\/wp-content\/uploads\/2026\/06\/claude-logo-png_seeklogo-554540-300x300.png 300w, https:\/\/b4btrainingpackage.eu\/wp-content\/uploads\/2026\/06\/claude-logo-png_seeklogo-554540-150x150.png 150w, https:\/\/b4btrainingpackage.eu\/wp-content\/uploads\/2026\/06\/claude-logo-png_seeklogo-554540-12x12.png 12w\" sizes=\"(max-width: 320px) 100vw, 320px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-d665d99\" data-id=\"d665d99\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3d69049 elementor-widget elementor-widget-heading\" data-id=\"3d69049\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><a href=\"http:\/\/www.anthropic.com\/\">Claude by Anthropic<\/a><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-62b7c38 elementor-widget elementor-widget-text-editor\" data-id=\"62b7c38\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Claude is an AI assistant capable of generating human-like responses for customer queries, drafting emails, summarising interactions, and providing guidance for staff. Similar to ChatGPT, it allows SMEs to automate routine customer communication without requiring coding skills. Claude can be used to draft FAQ responses, generate personalised follow-up messages, or provide insights into customer sentiment, making it a versatile tool for improving customer support efficiency.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-97f1169 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no\" data-id=\"97f1169\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-49ddafa\" data-id=\"49ddafa\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2ea9f50 elementor-widget elementor-widget-image\" data-id=\"2ea9f50\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"696\" height=\"696\" src=\"https:\/\/b4btrainingpackage.eu\/wp-content\/uploads\/2026\/06\/tidio-logo-square.png\" class=\"attachment-large size-large wp-image-790\" alt=\"\" srcset=\"https:\/\/b4btrainingpackage.eu\/wp-content\/uploads\/2026\/06\/tidio-logo-square.png 696w, https:\/\/b4btrainingpackage.eu\/wp-content\/uploads\/2026\/06\/tidio-logo-square-300x300.png 300w, https:\/\/b4btrainingpackage.eu\/wp-content\/uploads\/2026\/06\/tidio-logo-square-150x150.png 150w, https:\/\/b4btrainingpackage.eu\/wp-content\/uploads\/2026\/06\/tidio-logo-square-12x12.png 12w\" sizes=\"(max-width: 696px) 100vw, 696px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-186b526\" data-id=\"186b526\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-49e7d6b elementor-widget elementor-widget-heading\" data-id=\"49e7d6b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><a href=\"http:\/\/www.tidio.com%20\">Tidio<\/a><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4eb8db3 elementor-widget elementor-widget-text-editor\" data-id=\"4eb8db3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Tidio is an AI-driven chatbot platform designed for small businesses. It can be integrated into websites or messaging apps to automate responses, provide instant support, and engage visitors with personalised messages. Tidio\u2019s AI suggests responses based on customer questions and allows staff to monitor, edit, or take over interactions as needed.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-3b18057 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no\" data-id=\"3b18057\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-caa9437\" data-id=\"caa9437\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-element elementor-element-d3ca5e1 elementor-widget elementor-widget-spacer\" data-id=\"d3ca5e1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b5b9d65 elementor-widget elementor-widget-heading\" data-id=\"b5b9d65\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Step-by-Step Activities\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0ce3f5f elementor-widget elementor-widget-text-editor\" data-id=\"0ce3f5f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><b>Activity 1: \u201cDrafting Professional Customer Responses with Claude\u201d<\/b><\/p><p><span style=\"font-weight: 400;\">Many SMEs struggle to respond quickly and consistently to common customer questions. In this activity, you will use Claude to generate professional, on-brand responses to frequently asked questions, helping you save time and maintain quality. Your task is to draft clear, accurate answers and review them for suitability before using them in automated systems or staff reference.<\/span><\/p><p><span style=\"font-weight: 400;\">Step-by-Step Instructions:<\/span><\/p><ol><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">List common customer questions:<\/span><ul><li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Identify 5\u201310 FAQs for your SME (e.g., \u201cDo you ship internationally?\u201d or \u201cHow can I return a product?\u201d).<\/span><\/li><\/ul><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Generate AI responses with Claude:<\/span><ul><li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Access Claude<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Enter each question and prompt Claude to draft a professional response appropriate for your SME.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Review and edit responses to match your brand\u2019s tone and style.<\/span><\/li><\/ul><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Simulate customer interaction:<\/span><ul><li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Ask Claude to generate a response to a new sample inquiry not in your FAQ list.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Compare drafts and select the most suitable response.<\/span><\/li><\/ul><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Reflect on output:<\/span><ul><li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Consider how Claude\u2019s suggestions could save time for staff.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Identify responses that may still require human review or adjustment.<\/span><\/li><\/ul><\/li><\/ol><p><b>Activity 2: \u201cExploring Automated Customer Support with Tidio (Workspace Simulation)\u201d<\/b><\/p><p><span style=\"font-weight: 400;\">Many SME workers do not have technical or administrative access to directly integrate AI tools into their company websites. In this activity, you will explore the Tidio platform in a sandbox-like environment, focusing on building and testing automated replies within the Tidio workspace. This allows you to understand how AI chatbots behave, how conversations are structured, and how human handover can be managed\u2014without requiring website integration.<\/span><\/p><p><span style=\"font-weight: 400;\">The task is to configure automated responses, simulate customer interactions, and evaluate the chatbot\u2019s effectiveness in handling common support scenarios.<\/span><\/p><h4><b>Step-by-Step Instructions:<\/b><\/h4><ol><li><b> Access the Tidio workspace<\/b><\/li><\/ol><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Visit<\/span><a href=\"http:\/\/www.tidio.com\"> <span style=\"font-weight: 400;\">www.tidio.com<\/span><\/a><span style=\"font-weight: 400;\"> and sign up for a free trial account.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Log into the Tidio dashboard and access the chatbot or automation section.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">No website connection is required for this activity.<\/span><\/li><\/ul><ol start=\"2\"><li><b> Create automated replies for common customer questions<\/b><\/li><\/ol><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Use 3\u20135 of the AI-generated responses created in Activity 1 with Claude.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Configure these as automated replies or chatbot responses within Tidio.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Define clear trigger questions or keywords (e.g., shipping, returns, opening hours).<\/span><\/li><\/ul><ol start=\"3\"><li><b> Configure human handover rules<\/b><\/li><\/ol><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Set up conditions where the chatbot should escalate the conversation to a human agent (e.g., unclear intent, negative sentiment, complex requests).<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Observe how Tidio flags conversations that require human intervention.<\/span><\/li><\/ul><ol start=\"4\"><li><b> Test chatbot behaviour in preview mode<\/b><\/li><\/ol><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Use Tidio\u2019s preview or test mode to simulate customer interactions.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Enter different types of questions (simple, ambiguous, or unexpected).<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Observe response accuracy, tone, and flow of the conversation.<\/span><\/li><\/ul><ol start=\"5\"><li><b> Reflect on performance and limitations<\/b><\/li><\/ol><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Identify which types of queries are well handled by automation.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Note situations where human review or intervention would be necessary.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Consider how this setup could support (not replace) customer service staff.<\/span><\/li><\/ul><p><span style=\"font-weight: 400;\">Outcome:<\/span><span style=\"font-weight: 400;\"><br \/><\/span><span style=\"font-weight: 400;\">By completing this activity, learners will gain hands-on experience with the Tidio platform, understand how AI-driven chatbots are configured and tested, and develop realistic expectations about their strengths and limitations. Learners will also better understand the importance of human oversight and gradual adoption before full deployment in an SME environment.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-1efaa79 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no\" data-id=\"1efaa79\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;shape_divider_top&quot;:&quot;pyramids&quot;}\">\n\t\t\t\t\t<div class=\"elementor-shape elementor-shape-top\" aria-hidden=\"true\" data-negative=\"false\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 1000 100\" preserveAspectRatio=\"none\">\n\t<path class=\"elementor-shape-fill\" d=\"M761.9,44.1L643.1,27.2L333.8,98L0,3.8V0l1000,0v3.9\"\/>\n<\/svg>\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-2484ed1\" data-id=\"2484ed1\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-b19487c elementor-widget elementor-widget-spacer\" data-id=\"b19487c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bfdb839 elementor-widget elementor-widget-heading\" data-id=\"bfdb839\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Assessment\n\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6b852c5 elementor-widget elementor-widget-shortcode\" data-id=\"6b852c5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"shortcode.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-shortcode\"><div class=\"h5p-content\" data-content-id=\"14\"><\/div><\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cdf0636 elementor-widget elementor-widget-spacer\" data-id=\"cdf0636\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a869bf5 elementor-widget elementor-widget-heading\" data-id=\"a869bf5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Reflection:<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-22eef08 elementor-widget elementor-widget-shortcode\" data-id=\"22eef08\" data-element_type=\"widget\" data-e-type=\"widget\" data-no-translation=\"\" data-widget_type=\"shortcode.default\">\n\t\t\t\t\t<style>.elementor-element-22eef08{display:none !important}<\/style>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-efee9f8 elementor-widget elementor-widget-shortcode\" data-id=\"efee9f8\" data-element_type=\"widget\" data-e-type=\"widget\" data-no-translation=\"\" data-widget_type=\"shortcode.default\">\n\t\t\t\t\t<style>.elementor-element-efee9f8{display:none !important}<\/style>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7c155ba elementor-widget elementor-widget-shortcode\" data-id=\"7c155ba\" data-element_type=\"widget\" data-e-type=\"widget\" data-no-translation=\"\" data-widget_type=\"shortcode.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-shortcode\"><div class=\"h5p-iframe-wrapper\"><iframe id=\"h5p-iframe-41\" class=\"h5p-iframe\" data-content-id=\"41\" style=\"height:1px\" src=\"about:blank\" frameBorder=\"0\" scrolling=\"no\" title=\"FR Short course 5  - Reflection\"><\/iframe><\/div><\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b5904a7 elementor-widget elementor-widget-shortcode\" data-id=\"b5904a7\" data-element_type=\"widget\" data-e-type=\"widget\" data-no-translation=\"\" data-widget_type=\"shortcode.default\">\n\t\t\t\t\t<style>.elementor-element-b5904a7{display:none !important}<\/style>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3265313 elementor-widget elementor-widget-shortcode\" data-id=\"3265313\" data-element_type=\"widget\" data-e-type=\"widget\" data-no-translation=\"\" data-widget_type=\"shortcode.default\">\n\t\t\t\t\t<style>.elementor-element-3265313{display:none !important}<\/style>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-acae550 elementor-widget elementor-widget-shortcode\" data-id=\"acae550\" data-element_type=\"widget\" data-e-type=\"widget\" data-no-translation=\"\" data-widget_type=\"shortcode.default\">\n\t\t\t\t\t<style>.elementor-element-acae550{display:none !important}<\/style>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-98e9e0e elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no\" data-id=\"98e9e0e\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-463c770\" data-id=\"463c770\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-c3ff7db elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no\" data-id=\"c3ff7db\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-b242678\" data-id=\"b242678\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-ed6b31c elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"ed6b31c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-element elementor-element-f257ed5 elementor-widget elementor-widget-spacer\" data-id=\"f257ed5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a553f3f elementor-widget elementor-widget-spacer\" data-id=\"a553f3f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-f0189c8 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no\" data-id=\"f0189c8\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-ce07620\" data-id=\"ce07620\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-fbee2d8 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no\" data-id=\"fbee2d8\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-e447476\" data-id=\"e447476\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-927b958 elementor-widget elementor-widget-image\" data-id=\"927b958\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"228\" src=\"https:\/\/b4btrainingpackage.eu\/wp-content\/uploads\/2026\/03\/EN_Co-fundedbytheEU_RGB_Monochrome-1024x228.png\" class=\"attachment-large size-large wp-image-18\" alt=\"\" srcset=\"https:\/\/b4btrainingpackage.eu\/wp-content\/uploads\/2026\/03\/EN_Co-fundedbytheEU_RGB_Monochrome-1024x228.png 1024w, https:\/\/b4btrainingpackage.eu\/wp-content\/uploads\/2026\/03\/EN_Co-fundedbytheEU_RGB_Monochrome-300x67.png 300w, https:\/\/b4btrainingpackage.eu\/wp-content\/uploads\/2026\/03\/EN_Co-fundedbytheEU_RGB_Monochrome-768x171.png 768w, https:\/\/b4btrainingpackage.eu\/wp-content\/uploads\/2026\/03\/EN_Co-fundedbytheEU_RGB_Monochrome-1536x343.png 1536w, https:\/\/b4btrainingpackage.eu\/wp-content\/uploads\/2026\/03\/EN_Co-fundedbytheEU_RGB_Monochrome-2048x457.png 2048w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-f503f4a\" data-id=\"f503f4a\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-715bb76 elementor-widget elementor-widget-text-editor\" data-id=\"715bb76\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><span class=\"wixui-rich-text__text\">Funded by the European Union. Views and opinions expressed are however those of the author(s) only and do not necessarily reflect those of the European Union or the European Education and Culture Executive Agency (EACEA). Neither the European Union nor EACEA can be held responsible for them.\u00a0<\/span><span class=\"wixui-rich-text__text\">[Project number: 2024-1-AT01-KA220-VET-000245796]<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Modules Module 1 &#8211; AI Essentials for SMEs (AI Basics &#038; Trends) Module 2 &#8211; AI Applications in Business Module 3 &#8211; Skills for AI Implementation Module 4 &#8211; Future Skill Requirements and Training Module 5 &#8211; Ethical AI for Business Module 6 &#8211; Leadership &#038; Innovation Culture Module 7 &#8211; Cybersecurity for SMEs Short Courses Customer Relationship Management (CRM) AI for Marketing Sales Data Analytics and Business Intelligence Customer Support &#038; Engagement Artificial Intelligence for E-commerce and Retail Supply Chain &#038; Operations Artificial Intelligence for Human Resources Cybersecurity Modules Module 1 &#8211; AI Essentials for SMEs (AI Basics &#038; Trends) Module 2 &#8211; AI Applications in Business Module 3 &#8211; Skills for AI Implementation Module 4 &#8211; Future Skill Requirements and Training Module 5 &#8211; Ethical AI for Business Module 6 &#8211; Leadership &#038; Innovation Culture Module 7 &#8211; Cybersecurity for SMEs Short Courses Customer Relationship Management (CRM) AI for Marketing Sales Data Analytics and Business Intelligence Customer Support &#038; Engagement Artificial Intelligence for E-commerce and Retail Supply Chain &#038; Operations Artificial Intelligence for Human Resources Cybersecurity Customer Support &amp; Engagement Start Course Overview &amp; Objectives This module introduces SME employees to the use of AI in customer support and engagement. Learners will explore how AI can help handle routine customer inquiries, provide personalised responses, and improve overall customer satisfaction. By experimenting with AI-powered tools, learners will gain hands-on experience in delivering faster, more consistent, and more effective support while freeing staff to focus on complex or high-value customer interactions. Learning outcomes By the end\u00a0 this course, learners will be able to: Understand how AI can enhance customer support processes in SMEs. Use AI tools to respond to common customer queries efficiently. Personalise engagement with customers using AI insights. Evaluate the effectiveness of AI-assisted interactions and improve communication strategies. Identify opportunities for integrating AI into daily customer service tasks. Tools Introduced Claude by Anthropic Claude is an AI assistant capable of generating human-like responses for customer queries, drafting emails, summarising interactions, and providing guidance for staff. Similar to ChatGPT, it allows SMEs to automate routine customer communication without requiring coding skills. Claude can be used to draft FAQ responses, generate personalised follow-up messages, or provide insights into customer sentiment, making it a versatile tool for improving customer support efficiency. Tidio Tidio is an AI-driven chatbot platform designed for small businesses. It can be integrated into websites or messaging apps to automate responses, provide instant support, and engage visitors with personalised messages. Tidio\u2019s AI suggests responses based on customer questions and allows staff to monitor, edit, or take over interactions as needed. Step-by-Step Activities Activity 1: \u201cDrafting Professional Customer Responses with Claude\u201d Many SMEs struggle to respond quickly and consistently to common customer questions. In this activity, you will use Claude to generate professional, on-brand responses to frequently asked questions, helping you save time and maintain quality. Your task is to draft clear, accurate answers and review them for suitability before using them in automated systems or staff reference. Step-by-Step Instructions: List common customer questions: Identify 5\u201310 FAQs for your SME (e.g., \u201cDo you ship internationally?\u201d or \u201cHow can I return a product?\u201d). Generate AI responses with Claude: Access Claude Enter each question and prompt Claude to draft a professional response appropriate for your SME. Review and edit responses to match your brand\u2019s tone and style. Simulate customer interaction: Ask Claude to generate a response to a new sample inquiry not in your FAQ list. Compare drafts and select the most suitable response. Reflect on output: Consider how Claude\u2019s suggestions could save time for staff. Identify responses that may still require human review or adjustment. Activity 2: \u201cExploring Automated Customer Support with Tidio (Workspace Simulation)\u201d Many SME workers do not have technical or administrative access to directly integrate AI tools into their company websites. In this activity, you will explore the Tidio platform in a sandbox-like environment, focusing on building and testing automated replies within the Tidio workspace. This allows you to understand how AI chatbots behave, how conversations are structured, and how human handover can be managed\u2014without requiring website integration. The task is to configure automated responses, simulate customer interactions, and evaluate the chatbot\u2019s effectiveness in handling common support scenarios. Step-by-Step Instructions: Access the Tidio workspace Visit www.tidio.com and sign up for a free trial account. Log into the Tidio dashboard and access the chatbot or automation section. No website connection is required for this activity. Create automated replies for common customer questions Use 3\u20135 of the AI-generated responses created in Activity 1 with Claude. Configure these as automated replies or chatbot responses within Tidio. Define clear trigger questions or keywords (e.g., shipping, returns, opening hours). Configure human handover rules Set up conditions where the chatbot should escalate the conversation to a human agent (e.g., unclear intent, negative sentiment, complex requests). Observe how Tidio flags conversations that require human intervention. Test chatbot behaviour in preview mode Use Tidio\u2019s preview or test mode to simulate customer interactions. Enter different types of questions (simple, ambiguous, or unexpected). Observe response accuracy, tone, and flow of the conversation. Reflect on performance and limitations Identify which types of queries are well handled by automation. Note situations where human review or intervention would be necessary. Consider how this setup could support (not replace) customer service staff. Outcome:By completing this activity, learners will gain hands-on experience with the Tidio platform, understand how AI-driven chatbots are configured and tested, and develop realistic expectations about their strengths and limitations. Learners will also better understand the importance of human oversight and gradual adoption before full deployment in an SME environment. Assessment Reflection: Funded by the European Union. Views and opinions expressed are however those of the author(s) only and do not necessarily reflect those of the European Union or the European Education and Culture Executive Agency (EACEA). 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