Role-Based Programme
RB0032

ChatGPT for Customer Service & Customer Success

Advanced AI Workflows, Customer Intelligence & Service Automation

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Duration
32 Hours
Level
Advanced
Delivery
Instructor-Led
Format
Capability Development

Programme Objectives

  • Develop advanced proficiency in applying ChatGPT across customer support, onboarding, adoption, customer education, success management, service quality, and retention-related workflows.
  • Build reusable AI-assisted workflows for case handling, response drafting, troubleshooting, knowledge retrieval, escalation, customer communication, and follow-through.
  • Apply ChatGPT to customer feedback, support records, account information, documents, and operational data to identify recurring issues, customer needs, risks, and improvement opportunities.
  • Design persistent and connected customer-service workflows using Projects, specialized assistants, approved applications, and recurring automation.
  • Establish responsible AI practices covering accuracy, privacy, sensitive customer information, human escalation, quality assurance, and approval controls.

Tools covered

ChatGPTAdvanced Prompt EngineeringFile & Data AnalysisChatGPT SearchDeep ResearchProjectsCustom GPTsPlugins & Connected AppsScheduled Tasks

Who should attend

  • Customer Service Representatives
  • Customer Support Specialists
  • Customer Success Managers
  • Customer Success Executives
  • Customer Experience Professionals
  • Technical Support Professionals
  • Customer Onboarding Specialists
  • Customer Education Professionals
  • Implementation & Adoption Specialists
  • Customer Operations Professionals
  • Knowledge Management Professionals
  • Support Quality & Training Professionals
  • Customer Service Team Leaders
  • Customer Success Team Leaders
  • Customer Experience & Success Leaders

Prerequisites & Participant Readiness

  • Familiarity with customer service, support, onboarding, or customer-success activities
  • Basic understanding of customer communication, cases, FAQs, escalations, and follow-ups
  • Familiarity with CRM, ticketing, help-centre, or customer-success systems is helpful
  • Basic experience with customer reports or spreadsheets is beneficial
  • Prior Generative AI experience is useful but not mandatory
  • No programming knowledge required
  • Advanced capabilities may depend on ChatGPT plan, connected applications, and workspace permissions
  • Completion of shorter ChatGPT courses is not required

TOC Modules

Concepts
  • Understanding ChatGPT across Support → Resolve → Educate → Engage → Retain workflows
  • Identifying appropriate customer service and customer success applications
  • Understanding AI assistance versus accountable human customer interaction
  • Understanding hallucinations, privacy, customer-data sensitivity, and information validation
Practical activities
  • Mapping recurring customer-facing activities to suitable ChatGPT workflows
  • Comparing manual and AI-assisted customer-service activities
  • Identifying high-value opportunities for AI-assisted productivity

Scenarios

Support Case to Resolution & Knowledge Improvement

Customer Request → Case History → Approved Knowledge → Troubleshooting → Response → Escalation if Required → Resolution → Case Summary → Knowledge Update

Participants build an end-to-end ChatGPT-assisted service workflow that helps support teams understand complex cases, retrieve relevant information, create consistent customer responses, manage escalation, and convert resolved issues into reusable knowledge.

Customer Success Intelligence & Risk Management

Account Information → Support History → Meeting Notes → Adoption & Feedback Signals → Risk Themes → Success Plan → Customer Review → Recurring Monitoring → Human Action

Participants consolidate approved customer information into a persistent customer-success workflow that identifies emerging issues, prepares customer-review insights, creates structured success actions, and monitors agreed follow-ups while keeping retention and commercial decisions under human control.

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