Course overview
This course provides a comprehensive introduction to combining Agentic AI and Robotic Process Automation within customer experience environments. Learners will discover how to design agentic workflows, bridge modern LLM reasoning with legacy enterprise systems, manage operational exceptions, and implement robust performance governance.
- Distinguish between deterministic robotic process automation and non-deterministic agentic AI systems
- Design structured workflows that utilize LLM reasoning to call external APIs and database tools
- Implement secure integration patterns between modern AI agents and legacy enterprise user interfaces
- Establish human-in-the-loop escalation paths for complex customer service exceptions
- Monitor and optimize hybrid automation performance using modern contact center KPIs