Role-Based Programme
RB0089

Gemini for Customer Service & Customer Success

Practical AI for Support, Onboarding & Customer Experience

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Duration
8 Hours
Level
Basic
Delivery
Instructor-Led
Format
Workshop

Programme Objectives

  • Build foundational proficiency in using Gemini across practical Customer Service and Customer Success activities.
  • Apply structured prompting techniques for customer responses, issue analysis, onboarding, follow-ups, and service communication.
  • Use Gemini to analyse customer queries, support documents, feedback, service reports, and structured customer data.
  • Apply Gemini for customer research, knowledge support, communication improvement, and service-performance analysis.
  • Build reusable AI-assisted customer workflows using Gems while maintaining accuracy, empathy, privacy, approved messaging, and human judgement.

Tools covered

Google GeminiGenerative AIPrompt EngineeringFile AnalysisGoogle SearchDeep ResearchGemsGoogle Workspace Integration

Who should attend

  • Customer Service Representatives
  • Customer Support Executives
  • Customer Success Managers
  • Customer Success Executives
  • Customer Experience Professionals
  • Technical Support Professionals
  • Customer Onboarding Specialists
  • Customer Education Professionals
  • Customer Operations Professionals
  • Account Support Professionals
  • Customer Retention Professionals
  • Help Desk Professionals
  • Support Team Leaders
  • Customer Success Team Leaders

Prerequisites & Participant Readiness

  • Basic understanding of Customer Service or Customer Success activities
  • Familiarity with customer queries, tickets, onboarding, support, or customer communication
  • Basic computer and internet proficiency
  • Familiarity with Google Workspace is helpful but not mandatory
  • No programming knowledge required
  • No previous Gemini experience required
  • Participants should use anonymised or organisation-approved customer information during practical exercises

TOC Modules

Concepts
  • Understanding Google Gemini and Generative AI in customer-facing environments
  • Identifying suitable applications across support, onboarding, customer education, and success activities
  • Understanding AI assistance versus human empathy, service ownership, and professional judgement
  • Recognising hallucinations, privacy risks, inappropriate responses, and verification requirements
Practical activities
  • Exploring Gemini through common customer-service scenarios
  • Comparing simple and structured prompts for the same customer requirement
  • Identifying repetitive customer activities suitable for Gemini assistance

Scenarios

Customer Query to Resolution

Customer Query → Gemini Analysis → Issue Summary → Knowledge Review → Response Draft → Human Validation → Resolution → Follow-Up

Participants use Gemini to support a realistic customer-service workflow, improving response speed and consistency while ensuring the final resolution remains grounded in approved information.

Customer Feedback to Service Improvement

Customer Feedback → Gemini Analysis → Themes & Recurring Issues → Customer Pain Points → Improvement Opportunities → Recommended Actions → Management Summary

Participants analyse anonymised customer feedback to identify recurring service issues and convert validated insights into practical Customer Experience improvement actions.

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