Role-Based Programme
RB1258

AI for Customer Support & Service

Faster Resolution, Service Intelligence & Customer Experience

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

Programme Objectives

  • Develop practical AI capabilities for customer support, service request handling, case resolution, escalation, and customer communication.
  • Apply AI to analyse tickets, customer issues, service histories, recurring problems, sentiment, and support trends.
  • Use AI to improve response quality, case summarisation, knowledge retrieval, troubleshooting support, and escalation preparation.
  • Strengthen service performance through SLA analysis, root-cause identification, workload insights, and continuous improvement.
  • Apply responsible AI practices related to customer privacy, confidentiality, response accuracy, escalation decisions, and human oversight.

Tools covered

Generative AI AssistantsAI Search & ResearchTicket AnalysisCustomer Sentiment AnalysisKnowledge ManagementResponse DraftingCase SummarisationRoot-Cause AnalysisSLA Monitoring SupportService AnalyticsWorkflow Automation ConceptsExecutive Summarisation

Who should attend

  • Customer Support Executives
  • Customer Service Executives
  • Customer Support Specialists
  • Customer Service Representatives
  • Service Desk Professionals
  • Support Analysts
  • Technical Support Professionals
  • Customer Care Professionals
  • Customer Support Managers
  • Customer Service Managers
  • Support Team Leaders
  • Escalation Specialists
  • Customer Experience Professionals
  • Service Operations Professionals
  • Customer Support Operations Professionals

Prerequisites & Participant Readiness

  • Experience in customer support, customer service, technical support, service desk, or customer experience roles
  • Familiarity with tickets, service requests, SLAs, escalation, and customer communication
  • Basic familiarity with Generative AI tools is recommended
  • Ability to interpret customer and service information
  • No programming knowledge required

TOC Modules

Concepts
  • Understanding Generative AI, reasoning models, multimodal AI, and AI assistants
  • Exploring AI applications across ticket handling, communication, knowledge, and service analysis
  • Understanding how AI differs from helpdesk, CRM, chatbot, and workflow systems
  • Recognising hallucinations, incorrect troubleshooting, and AI limitations
Practical activities
  • Mapping the customer-support lifecycle to practical AI applications
  • Identifying high-value versus high-risk support use cases
  • Comparing traditional and AI-assisted support workflows

Scenarios

High-Volume Support Queue to Faster Resolution

Ticket Intake → AI Classification → Priority Analysis → Knowledge Retrieval → Troubleshooting → Customer Response → SLA Tracking → Resolution

Participants use AI to analyse a simulated high-volume support queue, prioritise cases, identify relevant knowledge, prepare responses, and improve resolution speed while maintaining human oversight.

Repeated Customer Complaints to Service Improvement Plan

Complaint History → Sentiment Analysis → Issue Patterns → Root-Cause Hypotheses → Escalation Review → Knowledge Gaps → Corrective Actions → Support Improvement Plan

Participants use AI to analyse recurring customer complaints, identify systemic support issues, strengthen escalation and knowledge processes, and develop a structured service improvement plan.

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