Role-Based Programme
RB1265

AI for Email, Chat & Digital Support

Faster Responses, Smarter Resolution & Better Customer Experience

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Duration
8 Hours
Level
Basic
Delivery
Instructor-Led
Format
Workshop

Programme Objectives

  • Understand how AI can support Email, Chat, and Digital Support across customer enquiries, response preparation, issue resolution, and follow-up.
  • Apply AI to analyse customer intent, conversation history, sentiment, urgency, and recurring support themes.
  • Use AI to improve email responses, live-chat messages, case summaries, knowledge retrieval, and escalation preparation.
  • Develop practical skills for handling difficult digital conversations, maintaining tone consistency, and improving support quality and productivity.
  • Understand responsible AI use, customer privacy, confidentiality, accuracy, empathy, and human oversight in digital customer support.

Tools covered

Generative AI AssistantsCustomer Intent AnalysisEmail Response DraftingChat Support AssistanceConversation SummarisationSentiment AnalysisKnowledge RetrievalEscalation SupportDigital Support Quality AnalysisCustomer Support Reporting

Who should attend

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

Prerequisites & Participant Readiness

  • Basic understanding of customer support or service processes
  • Familiarity with email, live chat, messaging, or ticket-based support 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 written customer-support channels
  • Exploring AI support across email, chat, messaging, summarisation, and knowledge assistance
  • Distinguishing AI assistance from chatbots, CRM, ticketing, and digital-support platforms
  • Understanding AI limitations, hallucinations, bias, and customer-experience risks
Practical activities
  • Identifying recurring digital-support activities suitable for AI assistance
  • Comparing traditional and AI-assisted support workflows
  • Mapping AI opportunities across the digital customer-support lifecycle

Scenarios

Complex Customer Email to Resolution

Customer Email → Intent Analysis → Conversation History → Verified Facts → Response Draft → Resolution / Escalation → Follow-Up → Case Summary

Participants use AI to analyse a sample complex email thread, identify the core issue, prepare an accurate and empathetic response, and create a structured case summary.

Live Chat Escalation to Service Recovery

Chat Conversation → Sentiment & Intent → Clarification → Resolution Attempt → Escalation Trigger → Handover Summary → Customer Update → Closure

Participants use AI to analyse a sample live-chat interaction, identify when escalation is required, and prepare a clear service-recovery and handover plan while maintaining customer confidence.

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