Role-Based Programme
RB1264

AI for Email, Chat & Digital Support

Smarter Responses, Faster Resolution & Better Customer Experience

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

Programme Objectives

  • Understand how AI can support Email, Chat, and Digital Support across customer-query handling, response creation, resolution, and documentation.
  • Explore practical AI applications for analysing customer intent, drafting responses, summarising conversations, and identifying escalation requirements.
  • Apply structured prompting techniques to improve clarity, tone, empathy, accuracy, and consistency across digital-support interactions.
  • Use AI to improve productivity across email handling, live chat, messaging support, case documentation, knowledge access, and quality reviews.
  • Recognise customer privacy, confidentiality, factual accuracy, tone, security, and human-review requirements when using AI in digital support.

Tools covered

Generative AI AssistantsCustomer Query AnalysisEmail Response DraftingChat AssistanceDigital Conversation SummarizationSentiment AnalysisKnowledge RetrievalResponse Quality ReviewAI-Powered Reporting & Productivity Tools

Who should attend

  • Email Support Executives
  • Chat Support Executives
  • Digital Support Executives
  • Customer Service Representatives
  • Customer Support Specialists
  • Customer Care Executives
  • Live Chat Agents
  • Messaging Support Professionals
  • Social Customer Care Professionals
  • Digital Customer Experience Professionals
  • Customer Support Managers
  • Customer Service Managers
  • Support Quality Analysts
  • Escalation Management Professionals
  • Digital Support Team Leads

Prerequisites & Participant Readiness

  • Basic understanding of customer-service or digital-support processes
  • Familiarity with email, live chat, messaging, support tickets, or customer communication is helpful
  • Basic written 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 digital customer support
  • Exploring AI applications across email, chat, messaging, case summaries, and knowledge support
  • Understanding the difference between AI assistance, chatbots, workflow automation, and agent judgement
  • Recognising AI limitations, hallucinations, inaccurate guidance, and unsuitable customer responses
Practical activities
  • Identifying high-value AI applications across a typical digital-support workflow
  • Comparing a traditional customer-response task with an AI-assisted approach

Scenarios

Customer Email to Resolution & Follow-Up

Customer Email → AI-Assisted Intent Analysis → Clarification → Response Draft → Resolution / Escalation → Follow-Up → Case Summary

Participants use AI to analyse a sample customer email, identify the issue and missing information, draft an appropriate response, and prepare structured case notes.

Chat Conversations to Customer Support Insights

Chat Logs → AI-Assisted Theme Analysis → Recurring Issues → Sentiment Patterns → Knowledge Gaps → Improvement Actions → Management Summary

Participants use AI to analyse sample digital-support conversations, identify recurring customer concerns and response-quality gaps, and prepare a concise improvement summary.

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