Role-Based Programme
RB0523

Gemini for Google Workspace for Customer Service & Customer Success

Explore AI-Assisted Support, Customer Communication & Service Workflows

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

Programme Objectives

  • Understand how Gemini can support customer service, customer success, and customer-engagement workflows.
  • Explore AI-assisted customer communication, case summarisation, knowledge retrieval, and follow-up preparation.
  • Use approved customer and product information to create more relevant and consistent support responses.
  • Experience Gemini-assisted service tracking, meeting summaries, customer-success actions, and operational reporting.
  • Recognise privacy, accuracy, escalation, human judgement, and responsible AI requirements when working with customer information.

Tools covered

Gemini for Google WorkspaceGemini in GmailGoogle DriveGoogle DocsGoogle SheetsGoogle MeetGoogle Workspace Studio

Who should attend

  • Customer Service Managers
  • Customer Success Managers
  • Customer Support Professionals
  • Customer Experience Professionals
  • Customer Success Executives
  • Technical Support Professionals
  • Service Operations Professionals
  • Customer Onboarding Professionals
  • Customer Engagement Professionals
  • Customer Service Team Leads
  • Customer Success Team Leads

Prerequisites & Participant Readiness

  • Basic understanding of customer service or customer-success processes
  • Familiarity with customer queries, support cases, follow-ups, or account communication
  • Basic experience with Google Workspace applications is helpful
  • General awareness of generative AI is beneficial
  • No programming expertise required
  • No previous Gemini for Google Workspace experience required

TOC Modules

Concepts
  • Understanding Gemini across customer communication, support, collaboration, and service workflows
  • Identifying use cases across customer enquiries, onboarding, support, account follow-up, and service coordination
  • Understanding the difference between AI assistance and accountable customer-service decisions
  • Recognising customer-data confidentiality and accuracy requirements
Practical activities
  • Exploring representative customer-service activities across Workspace applications
  • Mapping Customer Need → Workspace Tool → Gemini Assistance → Customer Outcome

Scenarios

Customer Enquiry to Structured Resolution

Customer Email → Gemini Thread Summary → Approved Product / Service Information → Response Draft → Human Review → Customer Response → Follow-Up Action

Participants use Gemini to reduce the effort required to understand a customer issue and prepare a relevant response while keeping final communication and commitments under human ownership.

Customer Success Meeting to Action Plan

Customer Meeting → AI-Assisted Meeting Notes → Requirements & Concerns → Action Items → Owner & Due Date → Customer Success Tracker → Follow-Up

Participants convert a customer conversation into a structured follow-up plan that improves coordination and visibility without treating AI-generated notes as automatically confirmed customer commitments.

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