Role-Based Programme
RB1269

AI for Technical Customer Support

Smarter Troubleshooting, Faster Resolution & Technical Service Excellence

IMAGE REQUIRED
Duration
8 Hours
Level
Basic
Delivery
Instructor-Led
Format
Workshop

Programme Objectives

  • Understand how AI can support Technical Customer Support across issue diagnosis, troubleshooting, documentation, escalation, and customer communication.
  • Apply AI to analyse technical symptoms, error details, logs, support histories, and recurring incident patterns.
  • Use AI to improve troubleshooting steps, case summaries, knowledge articles, escalation briefs, and technical explanations.
  • Develop practical skills for structured diagnosis, root-cause exploration, knowledge reuse, and support-quality improvement.
  • Understand responsible AI use, customer-data security, confidentiality, technical accuracy, and human validation in technical support.

Tools covered

Generative AI AssistantsTechnical Issue AnalysisTroubleshooting SupportLog & Error InterpretationKnowledge RetrievalCase SummarisationRoot-Cause Analysis SupportEscalation PreparationTechnical DocumentationSupport Performance Reporting

Who should attend

  • Technical Support Engineers
  • Technical Support Executives
  • Customer Support Engineers
  • Product Support Specialists
  • Application Support Professionals
  • Software Support Engineers
  • Technical Service Desk Professionals
  • L1 / L2 Support Professionals
  • Customer Support Managers
  • Technical Account Support Professionals
  • Escalation Engineers
  • Support Quality Analysts
  • Knowledge Management Professionals
  • Customer Service & Customer Success Team Leads

Prerequisites & Participant Readiness

  • Basic understanding of technical customer support or troubleshooting
  • Familiarity with support tickets, error messages, system issues, logs, or technical documentation is helpful
  • Basic analytical, communication, and digital-tool skills
  • No programming or advanced AI knowledge required
  • Prior AI-tool experience is helpful but not mandatory

TOC Modules

Concepts
  • Understanding Generative AI and its relevance to technical-support workflows
  • Exploring AI support across diagnosis, troubleshooting, documentation, escalation, and reporting
  • Distinguishing AI assistance from monitoring, ticketing, diagnostic, and knowledge-management tools
  • Understanding AI limitations, hallucinations, outdated guidance, and technical-risk implications
Practical activities
  • Identifying recurring technical-support activities suitable for AI assistance
  • Comparing traditional and AI-assisted troubleshooting workflows
  • Mapping AI opportunities across the technical-support lifecycle

Scenarios

Technical Incident to Resolution Path

Customer Issue → Symptom Analysis → Environment & Evidence → Diagnostic Questions → Troubleshooting Steps → Validation → Resolution / Escalation → Customer Summary

Participants use AI to analyse a sample technical-support case, organise the available evidence, create a structured troubleshooting path, and prepare an accurate customer update.

Recurring Technical Cases to Root-Cause & Knowledge Improvement

Support Cases → Pattern Analysis → Logs & Evidence → Root-Cause Hypotheses → Engineering Escalation → Resolution Findings → Knowledge Article → Preventive Actions

Participants use AI to analyse recurring technical issues, identify common patterns, prepare a stronger engineering escalation, and convert validated resolution findings into reusable support knowledge.

Related programmes

Continue with programmes from the same capability area.

Take the next step

Ready to make this programme work for your team?

Customise modules, duration and business scenarios for your team.

Instructor-ledVirtualHybrid

Designed around your roles, tools and real workflows.