Role-Based Programme
RB1256

AI for Customer Support & Service

Smarter Issue Resolution, Customer Communication & Service Productivity

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

Programme Objectives

  • Understand how AI can support Customer Support & Service across query handling, issue resolution, communication, knowledge management, and reporting.
  • Explore practical AI applications for analysing customer requests, summarising tickets, drafting responses, and identifying recurring service issues.
  • Apply structured prompting techniques to improve customer replies, troubleshooting questions, escalation summaries, and support documentation.
  • Use AI to improve productivity across ticket handling, case documentation, knowledge creation, quality reviews, and customer communication.
  • Recognise customer privacy, confidentiality, factual accuracy, tone, escalation risk, and human-review requirements when using AI in Customer Support.

Tools covered

Generative AI AssistantsCustomer Query AnalysisTicket SummarizationResponse DraftingKnowledge ManagementSentiment & Escalation AnalysisService Quality ReviewCustomer Feedback AnalysisAI-Powered Reporting & Productivity Tools

Who should attend

  • Customer Support Executives
  • Customer Service Executives
  • Customer Support Specialists
  • Customer Service Representatives
  • Customer Care Executives
  • Support Analysts
  • Service Desk Professionals
  • Technical Support Representatives
  • Customer Experience Executives
  • Customer Support Managers
  • Customer Service Managers
  • Escalation Management Professionals
  • Support Quality Professionals
  • Knowledge Management Professionals
  • Customer Support & Service Team Leads

Prerequisites & Participant Readiness

  • Basic understanding of customer support, service, or helpdesk processes
  • Familiarity with customer queries, support tickets, complaints, or service communication is helpful
  • Basic communication and problem-solving skills
  • No programming or technical AI knowledge required
  • No previous AI-tool experience required

TOC Modules

Concepts
  • Understanding Generative AI and its relevance to Customer Support & Service
  • Exploring AI applications across customer queries, ticket handling, response drafting, knowledge, and reporting
  • Understanding the difference between AI assistance, support automation, chatbots, and agent judgement
  • Recognising AI limitations, hallucinations, incorrect guidance, and inappropriate customer responses
Practical activities
  • Identifying high-value AI applications across a typical support workflow
  • Comparing a traditional support activity with an AI-assisted approach

Scenarios

Customer Ticket to Resolution Response

Customer Query → AI-Assisted Analysis → Issue Summary → Clarification Questions → Resolution Inputs → Customer Response → Case Documentation

Participants use AI to analyse a sample customer-support ticket, identify missing information, prepare clarification questions, and develop a clear resolution response for agent review.

Support Cases to Service Improvement Insight

Support Tickets → AI-Assisted Theme Analysis → Recurring Issues → Customer Pain Points → Knowledge Gaps → Improvement Actions → Management Summary

Participants use AI to analyse sample support cases, identify recurring customer problems and knowledge gaps, and prepare a structured service-improvement summary.

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