Role-Based Programme
RB1267

AI for Email, Chat & Digital Support

Advanced Digital Service Intelligence, Response Automation & Customer Experience

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Duration
32 Hours
Level
Advanced
Delivery
Instructor-Led
Format
Capability Development

Programme Objectives

  • Develop advanced capability to apply AI across email, live chat, messaging, social support, and other digital customer-service channels.
  • Use AI-assisted analysis to identify customer intent, urgency, sentiment, context, recurring issues, and escalation requirements.
  • Apply AI to response drafting, conversation summarisation, knowledge retrieval, digital case management, quality assurance, and agent productivity.
  • Use AI-assisted analytics to improve response time, resolution quality, consistency, customer satisfaction, and digital-support efficiency.
  • Build responsible AI-enabled digital support workflows with strong privacy, security, validation, escalation, brand consistency, and human oversight.

Tools covered

Generative AI AssistantsAI Search & ResearchIntent ClassificationSentiment AnalysisEmail Response SupportLive Chat AssistanceMessaging SupportConversation SummarisationKnowledge RetrievalDigital Support AnalyticsQuality MonitoringCustomer Journey AnalysisWorkflow AutomationAI AgentsDecision-Support Tools

Who should attend

  • Digital Support Managers
  • Email Support Managers
  • Chat Support Managers
  • Customer Support Managers
  • Customer Service Team Leaders
  • Digital Customer Service Executives
  • Email Support Executives
  • Live Chat Support Executives
  • Messaging Support Specialists
  • Social Customer Care Professionals
  • Support Quality Analysts
  • Customer Experience Professionals
  • Support Operations Professionals
  • Digital Service Analysts
  • Leaders Responsible for Digital Customer Support

Prerequisites & Participant Readiness

  • Experience in email support, chat support, messaging, customer service, customer support, or digital customer experience
  • Familiarity with support tickets, customer conversations, SLAs, escalations, knowledge bases, and service metrics
  • Basic awareness of Generative AI and common business applications
  • Comfort working with written customer communications and service information
  • No programming knowledge required

TOC Modules

Concepts
  • Understanding Generative AI, reasoning models, automation, and AI agents
  • Exploring AI applications across email, chat, messaging, and digital support
  • Distinguishing AI-assisted support from fully autonomous customer communication
  • Understanding hallucinations, customer-data sensitivity, brand risk, and human accountability
Practical activities
  • Mapping AI opportunities across digital-support channels
  • Identifying activities suitable for augmentation, automation, or continued human ownership
  • Creating an AI opportunity map for Digital Support teams

Scenarios

High Email Backlog to AI-Assisted Digital Support Model

Email Intake → Intent Classification → Priority → Knowledge Retrieval → Response Drafting → Human Validation → Case Update → SLA Monitoring

Participants use AI to analyse a high-volume email-support environment, improve prioritisation and response quality, reduce repetitive work, and establish a scalable digital-support workflow.

Fragmented Chat & Messaging Experience to Omnichannel Service Improvement

Chat History → Customer Context → Sentiment → Repeated Issues → Handoff Gaps → Resolution Workflow → Quality Analytics → Journey Improvement

Participants use AI to analyse fragmented digital conversations, identify continuity and service-quality gaps, improve cross-channel handoffs, and build a more consistent omnichannel customer-support experience.

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