Role-Based Programme
RB0955

NotebookLM for Customer Service & Customer Success

Turn Customer Knowledge into Faster Support & Better Insights

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

Programme Objectives

  • Understand how NotebookLM can organise and analyse customer-support, onboarding, product, and service knowledge.
  • Explore source-grounded AI for answering customer questions, reviewing support information, and analysing customer feedback.
  • Experience multi-source analysis to identify recurring customer needs, issues, questions, and service-improvement opportunities.
  • Discover practical ways to convert customer information into support briefs, FAQs, onboarding material, and customer-success insights.

Tools covered

NotebookLMSource-Grounded ChatCitationsReportsData TablesMind MapsAudio Overviews

Who should attend

  • Customer Service Executives
  • Customer Support Professionals
  • Customer Success Managers
  • Customer Success Executives
  • Customer Experience Professionals
  • Technical Support Professionals
  • Customer Onboarding Specialists
  • Customer Education Professionals
  • Customer Operations Professionals
  • Customer Service & Success Team Leads

Prerequisites & Participant Readiness

  • Basic understanding of customer service or customer-success activities
  • Familiarity with FAQs, help documentation, onboarding, customer feedback, or support processes
  • Basic computer and internet proficiency
  • No AI or programming knowledge required
  • No previous NotebookLM experience required

TOC Modules

Concepts
  • Understanding NotebookLM as a source-grounded AI knowledge workspace
  • Understanding notebooks, sources, chat, citations, and generated outputs
  • Identifying applications across support, onboarding, customer education, and customer-success activities
  • Understanding source-grounded responses versus general AI responses
Practical activities
  • Creating a customer-focused notebook
  • Adding sample FAQs, product guides, support documents, and onboarding material
  • Asking customer-related questions and reviewing supporting citations

Scenarios

Support Knowledge to Customer Resolution

FAQs + Product Guides + Support Documents → NotebookLM → Source-Grounded Question → Resolution Guidance → Customer Response

Participants use NotebookLM to retrieve and synthesise approved support information into a clear response for a recurring customer issue.

Customer Feedback to Service Improvement

Customer Feedback → NotebookLM Analysis → Recurring Themes → Pain Points → Improvement Opportunities → Customer Success Brief

Participants analyse customer feedback to identify recurring needs and concerns and convert them into a concise customer-success insight brief.

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