Role-Based Programme
RB1268

AI for Technical Customer Support

Smarter Troubleshooting, Faster Resolution & Better Customer Experience

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

Programme Objectives

  • Understand how AI can support Technical Customer Support across issue diagnosis, troubleshooting, resolution, documentation, and escalation.
  • Explore practical AI applications for analysing technical queries, error messages, logs, configuration details, and customer-reported symptoms.
  • Apply structured prompting techniques to generate troubleshooting questions, resolution steps, case summaries, and escalation briefs.
  • Use AI to improve productivity across technical case handling, knowledge creation, customer communication, and recurring-issue analysis.
  • Recognise customer privacy, security, technical accuracy, confidentiality, and human-validation requirements when using AI in technical support.

Tools covered

Generative AI AssistantsTechnical Query AnalysisTroubleshooting SupportLog & Error InterpretationCase SummarizationKnowledge RetrievalEscalation PreparationTechnical DocumentationAI-Powered Reporting & Productivity Tools

Who should attend

  • Technical Support Engineers
  • Technical Support Executives
  • Customer Support Engineers
  • Application Support Engineers
  • Product Support Engineers
  • Technical Service Representatives
  • Helpdesk Engineers
  • Service Desk Analysts
  • Technical Support Specialists
  • L1 Support Professionals
  • L2 Support Professionals
  • Support Escalation Engineers
  • Technical Support Managers
  • Knowledge Management Professionals
  • Technical Customer Support Team Leads

Prerequisites & Participant Readiness

  • Basic understanding of technical customer-support or helpdesk processes
  • Familiarity with incidents, error messages, troubleshooting, or support tickets is helpful
  • Basic analytical and problem-solving skills
  • No programming or advanced AI knowledge required
  • No previous AI-tool experience required

TOC Modules

Concepts
  • Understanding Generative AI and its relevance to technical support
  • Exploring AI applications across query analysis, troubleshooting, documentation, and escalation
  • Understanding the difference between AI assistance, diagnostic tools, automation, and engineer judgement
  • Recognising AI limitations, hallucinated fixes, incorrect commands, and unsupported technical conclusions
Practical activities
  • Identifying high-value AI applications across a typical technical-support workflow
  • Comparing a traditional troubleshooting task with an AI-assisted approach

Scenarios

Technical Ticket to Troubleshooting Plan

Customer Ticket → AI-Assisted Issue Analysis → Missing Information → Diagnostic Questions → Possible Causes → Troubleshooting Steps → Resolution Validation

Participants use AI to analyse a sample technical-support ticket, identify missing context, generate diagnostic questions, and prepare a structured troubleshooting plan for engineer review.

Unresolved Issue to Technical Escalation

Issue History → Logs & Errors → Troubleshooting Completed → AI-Assisted Summary → Evidence & Dependencies → Escalation Brief → Engineering Handover

Participants use AI to consolidate a complex unresolved case into a concise technical escalation containing key evidence, completed actions, remaining questions, and clear next steps.

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