Role-Based Programme
RB1271

AI for Technical Customer Support

Advanced Troubleshooting, Resolution Intelligence & Support Automation

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

Programme Objectives

  • Develop advanced capability to apply AI across technical issue diagnosis, troubleshooting, customer communication, escalation, knowledge management, and resolution workflows.
  • Use AI-assisted analysis to interpret symptoms, errors, logs, configuration details, incident histories, and recurring technical patterns.
  • Apply AI to improve diagnostic questioning, troubleshooting accuracy, technical documentation, knowledge retrieval, escalation quality, and agent productivity.
  • Use AI-assisted analytics to improve first-contact resolution, mean time to resolution, technical support quality, SLA performance, and customer experience.
  • Build responsible AI-enabled Technical Customer Support workflows with strong validation, security, confidentiality, escalation controls, and human oversight.

Tools covered

Generative AI AssistantsAI Search & ResearchTechnical TroubleshootingDiagnostic ReasoningLog & Error AnalysisKnowledge RetrievalRoot Cause AnalysisCase SummarisationIncident IntelligenceTechnical DocumentationSupport Quality AnalysisEscalation IntelligenceWorkflow AutomationAI AgentsDecision-Support Tools

Who should attend

  • Technical Support Engineers
  • Technical Customer Support Specialists
  • Senior Technical Support Engineers
  • Application Support Engineers
  • Product Support Engineers
  • Customer Support Engineers
  • Technical Service Desk Professionals
  • L1, L2 & L3 Support Professionals
  • Technical Support Team Leaders
  • Support Operations Professionals
  • Escalation Engineers
  • Technical Support Analysts
  • Knowledge Management Professionals
  • Customer Experience Professionals in Technical Support
  • Leaders Responsible for Technical Support Operations

Prerequisites & Participant Readiness

  • Experience in technical support, application support, product support, service desk, or customer-facing technical operations
  • Familiarity with troubleshooting, incidents, logs, error messages, ticketing systems, and escalation processes
  • Basic awareness of Generative AI and common business applications
  • Comfort working with technical documentation, customer issues, and support data
  • No programming expertise required, though basic technical literacy is recommended

TOC Modules

Concepts
  • Understanding Generative AI, reasoning models, retrieval, automation, and AI agents
  • Exploring AI applications across diagnosis, troubleshooting, knowledge, escalation, and support analytics
  • Distinguishing AI-assisted diagnosis from verified technical resolution
  • Understanding hallucinations, technical risk, security exposure, and human accountability
Practical activities
  • Mapping AI opportunities across the Technical Support lifecycle
  • Identifying tasks suitable for augmentation, automation, or continued human ownership
  • Creating an AI opportunity map for Technical Support teams

Scenarios

Complex Technical Issue to Verified Resolution

Customer Symptoms → Environment Details → Logs & Errors → Diagnostic Questions → Root-Cause Hypotheses → Troubleshooting → Validation → Resolution → Knowledge Article

Participants use AI to analyse a complex customer technical issue, structure diagnostic evidence, test possible causes, validate the resolution, and convert the final learning into reusable support knowledge.

Recurring Escalations to Proactive Technical Support Model

Support Tickets → Issue Clustering → Escalation Patterns → Root Causes → Knowledge Gaps → Product / Process Actions → Proactive Alerts → Performance Metrics

Participants use AI to analyse recurring technical escalations, identify systemic causes and knowledge gaps, improve cross-team resolution, and build a proactive technical support model that reduces repeat incidents.

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