Role-Based Programme
RB0197

Perplexity for Customer Service & Customer Success

Practical AI for Customer Research, Support Intelligence & Service Improvement

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Duration
8 Hours
Level
Basic
Delivery
Instructor-Led
Format
Workshop

Programme Objectives

  • Build foundational proficiency in using Perplexity across practical Customer Service and Customer Success activities.
  • Apply structured querying techniques for customer-issue research, product and service information, competitor intelligence, and customer-success preparation.
  • Use Perplexity to combine current web information with approved customer feedback, support documents, reports, and knowledge files.
  • Evaluate citations, source credibility, recency, and conflicting information before applying research findings to customer interactions.
  • Build reusable AI-assisted customer research workflows using Projects while maintaining confidentiality, accuracy, customer sensitivity, and human service judgement.

Tools covered

Perplexity SearchPro SearchResearchSource CitationsFile AnalysisProjectsWeb Research & Information Synthesis

Who should attend

  • Customer Service Executives
  • Customer Support Professionals
  • Customer Success Managers
  • Customer Success Executives
  • Customer Experience Professionals
  • Technical Support Coordinators
  • Service Desk Professionals
  • Customer Onboarding Professionals
  • Account Success Professionals
  • Customer Operations Professionals
  • Escalation Management Professionals
  • Customer Support Analysts
  • Service Quality Professionals
  • Customer Service & Success Team Leaders

Prerequisites & Participant Readiness

  • Basic understanding of Customer Service or Customer Success activities
  • Familiarity with customer queries, support tickets, onboarding, feedback, or service processes
  • Basic document and spreadsheet-handling knowledge is helpful
  • Basic computer and internet proficiency
  • No programming knowledge required
  • No previous Perplexity experience required
  • Participants should use anonymised or organisation-approved customer information during practical exercises
  • Customer-facing answers, contractual commitments, technical guidance, and escalation decisions must remain subject to authorised human review

TOC Modules

Concepts
  • Understanding Perplexity as an AI-powered search and research platform
  • Understanding the difference between general AI answers and source-backed customer research
  • Identifying applications across support research, onboarding, customer education, competitive intelligence, and service improvement
  • Understanding citations, source credibility, recency, confidentiality, and verification requirements
Practical activities
  • Exploring Perplexity through common Customer Service and Customer Success questions
  • Comparing traditional web search with structured Perplexity research
  • Reviewing sources behind a sample service-related answer
  • Identifying customer activities where external research can improve preparation

Scenarios

Complex Customer Issue to Resolution Support

Customer Issue → Internal Knowledge Review → Perplexity Search / Research → Source Validation → Possible Resolution Paths → Escalation Questions → Support Response

Participants investigate a complex customer issue using approved internal context and current source-backed research, then convert validated findings into resolution support and escalation questions.

Customer Feedback to Service Improvement

Customer Feedback → File Analysis → Recurring Themes → Perplexity Research → Industry Practices & Benchmarks → Improvement Opportunities → Customer Experience Brief

Participants analyse approved customer feedback and combine it with external service research to identify evidence-based improvement opportunities for Customer Service and Customer Success teams.

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