Role-Based Programme
RB0196

Perplexity for Customer Service & Customer Success

AI-Powered Research & Customer Intelligence

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Duration
4 Hours
Level
Awareness
Delivery
Instructor-Led
Format
Awareness Session

Programme Objectives

  • Understand how Perplexity can support customer service and customer success teams with fast, source-backed research.
  • Explore effective query techniques for resolving customer questions, researching products and services, and preparing customer-facing information.
  • Apply Perplexity to investigate customer issues, industry developments, competitor information, and account context.
  • Experience how support documents, FAQs, customer information, and external sources can be combined into structured customer insights.
  • Recognise accuracy, privacy, confidentiality, source quality, and human-review requirements when using AI-assisted research in customer-facing work.

Tools covered

Perplexity SearchPro SearchSources & CitationsFile UploadsResearch Mode OverviewProjectsInternal Knowledge Search where enabled

Who should attend

  • Customer Service Executives
  • Customer Support Professionals
  • Customer Success Managers
  • Customer Success Executives
  • Customer Experience Professionals
  • Client Success Professionals
  • Account Success Managers
  • Technical Support Professionals
  • Service Desk Professionals
  • Customer Operations Professionals
  • Customer Onboarding Professionals
  • Escalation Management Professionals
  • Customer Service Team Leads
  • Customer Success Team Leads

Prerequisites & Participant Readiness

  • Basic understanding of customer service or customer success activities
  • Familiarity with customer queries, support documentation, onboarding, or account management is helpful
  • Basic internet research skills
  • No AI or programming knowledge required
  • No previous Perplexity experience required

TOC Modules

Concepts
  • Understanding Perplexity as an AI-powered search and research platform
  • Understanding the Customer Question → Search → Sources → Synthesis → Verification workflow
  • Identifying applications across customer queries, issue research, onboarding, and account intelligence
  • Understanding AI-generated synthesis versus verified customer-facing information
Practical activities
  • Exploring Perplexity through common customer service and success questions
  • Comparing traditional web research with a Perplexity-assisted approach

Scenarios

Complex Customer Query to Verified Response Preparation

Customer Query → Clarify Context → Perplexity Research → Source Review → Resolution Options → Internal Validation → Customer Response

Participants use Perplexity to investigate a complex customer question, verify relevant evidence, organise possible resolution approaches, and prepare an accurate response for human review.

Customer Account to Success Conversation Brief

Customer Account → Company & Industry Research → Recent Developments → Risks / Opportunities → Discussion Questions → Customer Success Brief

Participants use Perplexity to research a customer organisation and its business environment, identify relevant developments, and prepare a source-backed brief for a customer-success meeting.

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