Role-Based Programme
RB1270

AI for Technical Customer Support

Troubleshooting Intelligence, Faster Resolution & Customer Experience

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

Programme Objectives

  • Develop practical AI capabilities for technical troubleshooting, issue diagnosis, case resolution, and customer communication.
  • Apply AI to analyse technical tickets, symptoms, logs, error descriptions, configuration information, and recurring support patterns.
  • Use AI to improve diagnostic questioning, knowledge retrieval, troubleshooting documentation, escalation preparation, and after-case work.
  • Strengthen technical support performance through root-cause analysis, issue trend identification, knowledge improvement, and service analytics.
  • Apply responsible AI practices related to customer data, system information, technical accuracy, access control, security, and human validation.

Tools covered

Generative AI AssistantsAI Search & ResearchTechnical Knowledge RetrievalCase AnalysisLog & Error Interpretation SupportTroubleshooting GuidanceRoot-Cause AnalysisIncident SummarisationCustomer Communication SupportKnowledge ManagementSupport AnalyticsExecutive Summarisation

Who should attend

  • Technical Support Engineers
  • Technical Support Executives
  • Technical Customer Support Specialists
  • Customer Support Engineers
  • Application Support Professionals
  • Product Support Specialists
  • Service Desk Analysts
  • L1 / L2 Support Professionals
  • Technical Helpdesk Professionals
  • Technical Account Support Professionals
  • Support Team Leaders
  • Technical Support Managers
  • Customer Success Technical Specialists
  • Support Operations Professionals
  • Service Operations Professionals

Prerequisites & Participant Readiness

  • Experience in technical customer support, application support, service desk, helpdesk, or product support
  • Familiarity with support tickets, technical troubleshooting, escalation, and customer communication
  • Basic familiarity with Generative AI tools is recommended
  • Ability to interpret technical issue descriptions, logs, or system information
  • No programming knowledge required

TOC Modules

Concepts
  • Understanding Generative AI, reasoning models, multimodal AI, and AI assistants
  • Exploring AI applications across troubleshooting, knowledge retrieval, case analysis, and documentation
  • Understanding how AI differs from helpdesk, monitoring, diagnostic, and support-management tools
  • Recognising hallucinations, unsafe technical suggestions, and AI limitations
Practical activities
  • Mapping the technical support lifecycle to practical AI applications
  • Identifying high-value versus high-risk technical use cases
  • Comparing traditional and AI-assisted support workflows

Scenarios

Complex Technical Ticket to Customer Resolution

Case Intake → Issue Classification → Diagnostic Questions → Log Analysis → Knowledge Retrieval → Troubleshooting → Customer Update → Resolution

Participants use AI to analyse a simulated complex technical issue, structure the diagnostic process, identify relevant technical knowledge, and prepare a clear customer resolution.

Recurring Technical Incidents to Product Improvement Plan

Ticket History → Issue Clustering → Error Patterns → Root-Cause Hypotheses → Engineering Escalation → Knowledge Gaps → Corrective Actions → Support Improvement Plan

Participants use AI to analyse recurring technical support cases, identify common patterns, prepare evidence for Engineering, improve support knowledge, and develop a structured plan to reduce repeat incidents.

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