Role-Based Programme
RB0957

NotebookLM for Customer Service & Customer Success

Build Customer Intelligence, Knowledge & Service Insights

IMAGE REQUIRED
Duration
16 Hours
Level
Intermediate
Delivery
Instructor-Led
Format
Capability Training

Programme Objectives

  • Develop functional proficiency in using NotebookLM to organise and analyse customer, support, onboarding, product, and service information.
  • Synthesise customer feedback, support cases, meeting notes, surveys, and knowledge documents into actionable customer insights.
  • Build source-grounded workflows for issue analysis, onboarding, customer education, account reviews, and service improvement.
  • Create reusable customer knowledge, reports, briefs, FAQs, and stakeholder communication from validated sources.
  • Apply source validation, confidentiality, accuracy, and human judgement when using AI-generated customer intelligence.

Tools covered

NotebookLMSource-Grounded ChatCitationsFile & Web SourcesDeep ResearchAudio OverviewsVideo OverviewsMind MapsReportsSlide DecksInfographicsData Tables

Who should attend

  • Customer Success Managers
  • Customer Service Managers
  • Customer Support Professionals
  • Customer Experience Managers
  • Customer Success Operations Professionals
  • Technical Support Professionals
  • Customer Onboarding Specialists
  • Customer Education Professionals
  • Implementation Managers
  • Service Delivery Managers
  • Knowledge Management Professionals
  • Customer Success Leaders

Prerequisites & Participant Readiness

  • Basic understanding of customer service or customer success processes
  • Familiarity with support cases, onboarding, customer feedback, or account reviews
  • Basic experience working with documents, reports, and customer information
  • No programming or advanced AI knowledge required
  • Previous NotebookLM experience is helpful but not mandatory
  • Completion of a shorter NotebookLM course is not required

TOC Modules

Concepts
  • Understanding NotebookLM as a source-grounded AI research environment
  • Understanding notebooks, sources, citations, chat, and generated outputs
  • Identifying applications across support, onboarding, customer education, and success management
  • Understanding source-grounded answers versus general AI responses
Practical activities
  • Creating a notebook for a customer or account use case
  • Adding customer-support and product-information sources
  • Asking customer-focused questions and reviewing supporting citations

Scenarios

Customer Feedback to Service Improvement

Customer Feedback + Support Cases → NotebookLM Analysis → Recurring Pain Points → Root-Cause Themes → Evidence Review → Improvement Recommendations

Participants consolidate customer feedback and support information to identify recurring service problems, validate themes against source evidence, and prepare actionable service-improvement recommendations.

Customer Account Intelligence & Success Review

Meeting Notes + Onboarding Information + Support History + Customer Documents → Source-Grounded Analysis → Goals & Risks → Outstanding Actions → Success Review Brief

Participants build a consolidated customer-success notebook to identify account goals, adoption barriers, unresolved issues, commitments, and recommended next actions.

## Current Capability Reference

NotebookLM is grounded in user-provided sources and supports citation-backed questioning along with outputs such as Audio Overviews, Video Overviews, Slide Decks, Infographics, and other Studio artifacts. Generated information should still be verified against the underlying customer sources before business action.

Related programmes

Continue with programmes from the same capability area.

Take the next step

Ready to make this programme work for your team?

Customise modules, duration and business scenarios for your team.

Instructor-ledVirtualHybrid

Designed around your roles, tools and real workflows.