Role-Based Programme
RB0956

NotebookLM for Customer Service & Customer Success

Turn Customer Knowledge into Faster Support & Better Experiences

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Duration
8 Hours
Level
Basic
Delivery
Instructor-Led
Format
Workshop

Programme Objectives

  • Build foundational proficiency in using NotebookLM to organise and analyse customer-support, onboarding, product, service, and account information.
  • Use source-grounded AI to retrieve accurate answers from approved FAQs, product guides, support documentation, policies, and customer-success material.
  • Analyse customer feedback, support issues, and meeting information to identify recurring needs, service gaps, risks, and improvement opportunities.
  • Create reusable customer briefs, support summaries, onboarding resources, and customer-success knowledge workflows.
  • Apply appropriate source validation, confidentiality, privacy, and human review when using AI-generated customer information.

Tools covered

NotebookLMSource-Grounded ChatCitationsSource ManagementReportsData TablesMind MapsAudio Overviews

Who should attend

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

Prerequisites & Participant Readiness

  • Basic understanding of customer service or customer success activities
  • Familiarity with FAQs, support documentation, customer meetings, onboarding, or product information
  • Basic computer and internet proficiency
  • No programming or technical AI knowledge required
  • No previous NotebookLM experience required

TOC Modules

Concepts
  • Understanding NotebookLM as a source-grounded knowledge and research environment
  • Understanding Sources → Questions → Evidence → Response workflows
  • Identifying applications across support, onboarding, customer education, and success management
  • Understanding citations and source traceability
Practical activities
  • Creating a customer-focused notebook using sample support and product documents
  • Asking common customer questions across approved sources
  • Verifying generated responses against supporting citations

Scenarios

Customer Query to Verified Resolution

Customer Question → NotebookLM → Approved Support Sources → Source-Grounded Answer → Citation Validation → Customer Response / Escalation

Participants use NotebookLM to retrieve accurate information across multiple approved support documents and convert it into a clear customer response while preserving source traceability.

Customer Feedback to Service Improvement

Support Records → Customer Feedback → NotebookLM Analysis → Recurring Issues → Customer Impact → Improvement Opportunities → Management Brief

Participants consolidate customer feedback and support information to identify recurring service problems and prepare structured improvement insights for customer-service and customer-success teams.

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