Role-Based Programme
RB1257

AI for Customer Support & Service

Smarter Resolution, Faster Response & Better Customer Experience

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Duration
8 Hours
Level
Basic
Delivery
Instructor-Led
Format
Workshop

Programme Objectives

  • Understand how AI can support Customer Support and Service across query handling, ticket analysis, response preparation, escalation, and reporting.
  • Apply AI to classify customer issues, identify intent, summarise conversations, and improve response quality.
  • Use AI to support knowledge retrieval, troubleshooting guidance, escalation preparation, and service communication.
  • Develop practical skills for analysing recurring support issues, customer sentiment, service trends, and improvement opportunities.
  • Understand responsible AI use, customer privacy, confidentiality, accuracy, empathy, and human oversight in customer-facing support.

Tools covered

Generative AI AssistantsCustomer Query AnalysisTicket ClassificationResponse DraftingKnowledge Base SupportSentiment AnalysisEscalation SupportRoot-Cause AnalysisService Performance AnalysisCustomer Support Reporting

Who should attend

  • Customer Support Executives
  • Customer Service Representatives
  • Customer Support Specialists
  • Customer Service Managers
  • Customer Support Managers
  • Service Desk Executives
  • Contact Centre Professionals
  • Technical Support Professionals
  • Customer Experience Professionals
  • Support Operations Professionals
  • Escalation Management Professionals
  • Customer Service Quality Analysts
  • Support Team Leaders
  • Customer Service & Customer Success Team Leads

Prerequisites & Participant Readiness

  • Basic understanding of customer service or support processes
  • Familiarity with customer queries, tickets, complaints, or service requests is helpful
  • Basic written communication and digital-tool skills
  • No programming or technical AI knowledge required
  • Prior AI-tool experience is helpful but not mandatory

TOC Modules

Concepts
  • Understanding Generative AI and its relevance to customer support
  • Exploring AI support across queries, tickets, communication, troubleshooting, and reporting
  • Distinguishing AI assistance from CRM, ticketing, chatbot, and service-management platforms
  • Understanding AI limitations, hallucinations, bias, and customer-service risks
Practical activities
  • Identifying recurring customer-support activities suitable for AI assistance
  • Comparing traditional and AI-assisted support workflows
  • Mapping AI opportunities across the customer-support lifecycle

Scenarios

Customer Complaint to Resolution & Escalation

Customer Complaint → Intent & Issue Analysis → Verified Facts → Response Draft → Troubleshooting / Resolution → Escalation Decision → Customer Update → Closure

Participants use AI to analyse a sample customer complaint, identify the issue and appropriate response, and prepare a structured resolution or escalation path.

Recurring Support Tickets to Service Improvement Plan

Support Tickets → Issue Categorisation → Theme Analysis → Customer Impact → Root-Cause Hypotheses → Improvement Actions → Knowledge Update → Management Summary

Participants use AI to analyse recurring support cases, identify common themes and possible causes, and prepare a structured service-improvement recommendation for management review.

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