Role-Based Programme
RB1266

AI for Email, Chat & Digital Support

Faster Responses, Digital Service Excellence & Customer Experience

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

Programme Objectives

  • Develop practical AI capabilities for email, chat, messaging, and other digital customer-support channels.
  • Apply AI to analyse customer enquiries, conversation history, intent, sentiment, urgency, and service context.
  • Use AI to improve response quality, personalisation, knowledge retrieval, case documentation, and digital support productivity.
  • Strengthen digital service performance through queue analysis, SLA monitoring, escalation intelligence, and continuous improvement.
  • Apply responsible AI practices related to customer privacy, confidential information, response accuracy, tone, access control, and human oversight.

Tools covered

Generative AI AssistantsAI Search & ResearchDigital Conversation AnalysisCustomer Sentiment AnalysisEmail Drafting SupportChat Response SupportKnowledge RetrievalCase SummarisationCRM Workflow ConceptsEscalation AnalysisDigital Support AnalyticsExecutive Summarisation

Who should attend

  • Email Support Executives
  • Chat Support Executives
  • Digital Support Executives
  • Customer Service Representatives
  • Customer Support Specialists
  • Online Support Professionals
  • Messaging Support Professionals
  • Customer Care Executives
  • Technical Support Professionals
  • Digital Customer Service Managers
  • Support Team Leaders
  • Customer Experience Professionals
  • Customer Support Operations Professionals
  • Service Desk Professionals
  • Customer Service Managers

Prerequisites & Participant Readiness

  • Experience in email support, chat support, digital customer service, customer care, or technical support
  • Familiarity with ticketing systems, CRM platforms, customer enquiries, and digital service channels
  • Basic familiarity with Generative AI tools is recommended
  • Ability to interpret written customer communication and service information
  • No programming knowledge required

TOC Modules

Concepts
  • Understanding Generative AI, reasoning models, multimodal AI, and AI assistants
  • Exploring AI applications across email, live chat, messaging, case handling, and digital service
  • Understanding how AI differs from chatbots, CRM, helpdesk, and workflow platforms
  • Recognising hallucinations, inaccurate guidance, and limitations in customer-facing support
Practical activities
  • Mapping the digital support lifecycle to practical AI applications
  • Identifying high-value versus high-risk support use cases
  • Comparing traditional and AI-assisted digital support workflows

Scenarios

High-Volume Digital Queue to Faster Resolution

Customer Message → Intent Classification → Priority Assessment → Knowledge Retrieval → Response Drafting → Resolution → CRM Update → SLA Tracking

Participants use AI to analyse a simulated high-volume digital support queue, prioritise enquiries, retrieve relevant knowledge, prepare accurate responses, and reduce resolution effort.

Repeated Digital Complaints to Service Improvement Plan

Conversation History → Sentiment Analysis → Complaint Themes → Escalation Patterns → Knowledge Gaps → Response Quality → Corrective Actions → Digital Support Improvement Plan

Participants use AI to analyse recurring complaints across email and chat, identify response and process weaknesses, and develop a structured improvement plan covering knowledge, quality, escalation, and customer experience.

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