Role-Based Programme
RB0091

Gemini 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 Gemini across customer support, onboarding, customer education, adoption, success management, service quality, and customer communication.
  • Build reusable AI-assisted workflows for case analysis, troubleshooting, knowledge retrieval, escalation, feedback analysis, and customer-success planning.
  • Apply Gemini to customer emails, support records, documents, spreadsheets, feedback, and external research to generate actionable customer intelligence.
  • Design specialized and recurring customer-service workflows using Google Workspace, Gems, connected information, and scheduled actions.
  • Apply responsible AI practices covering customer privacy, accuracy, confidentiality, escalation, human approval, and service-quality governance.

Tools covered

Google GeminiGemini in Google WorkspaceGmailDocsDriveSheetsDeep ResearchGemsAI Functions in SheetsConnected AppsScheduled Actions

Who should attend

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

Prerequisites & Participant Readiness

  • Familiarity with customer service, support, onboarding, or customer-success processes
  • Basic understanding of customer cases, FAQs, escalations, and follow-up activities
  • Familiarity with Google Workspace is beneficial
  • Basic spreadsheet and customer-data experience is helpful
  • Prior Generative AI experience is beneficial but not mandatory
  • No programming knowledge required
  • Advanced capabilities may depend on Google Workspace edition, Gemini access, Connected Apps, and administrator permissions

TOC Modules

Concepts
  • Understanding Gemini across Support → Resolve → Educate → Engage → Retain customer workflows
  • Understanding AI assistance versus accountable human customer-service judgement
  • Recognizing hallucinations, customer privacy, confidentiality, and information-validation risks
Practical activities
  • Mapping recurring customer-service and success activities to appropriate Gemini capabilities
  • Identifying high-value customer workflows suitable for advanced AI assistance

Scenarios

Customer Support Case to Knowledge Improvement

Customer Request → Gmail / Case Information → Approved Docs & Drive Knowledge → Gemini Analysis → Troubleshooting → Customer Response → Resolution → Knowledge Update

Participants build an advanced AI-assisted support workflow that improves case understanding, response quality, troubleshooting, escalation, and knowledge reuse while maintaining human validation of customer-facing information.

Customer Success Intelligence & Proactive Engagement

Account Information → Customer Feedback + Support History → Gemini in Sheets → Deep Research → Success Risks & Opportunities → Gem-Assisted Success Plan → Scheduled Review → Customer Success Manager Action

Participants combine approved customer information, external intelligence, feedback analysis, and recurring Gemini workflows to identify adoption challenges and success opportunities while keeping retention and commercial decisions under human control.

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