Role-Based Programme
RB1288

AI for Customer Service & Customer Success

Smarter Support, Customer Engagement & Retention

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

Programme Objectives

  • Understand how AI can support Customer Service and Customer Success across support, onboarding, engagement, retention, and customer-experience improvement.
  • Explore practical AI applications for analysing customer queries, feedback, account information, service issues, and engagement signals.
  • Apply structured prompting techniques to create customer responses, account summaries, success plans, escalation notes, and service insights.
  • Use AI to improve productivity across customer communication, support documentation, customer reviews, knowledge management, and reporting.
  • Recognise customer privacy, confidentiality, factual accuracy, bias, contractual sensitivity, and human-review requirements when using AI.

Tools covered

Generative AI AssistantsCustomer Query AnalysisCustomer Feedback AnalysisSentiment AnalysisCustomer Health InsightsKnowledge RetrievalResponse DraftingRetention & Renewal SupportAI-Powered Reporting & Productivity Tools

Who should attend

  • Customer Service Executives
  • Customer Support Professionals
  • Customer Success Managers
  • Customer Success Executives
  • Customer Experience Professionals
  • Customer Care Executives
  • Account Managers
  • Customer Onboarding Professionals
  • Customer Retention Managers
  • Renewal Managers
  • Contact Centre Professionals
  • Service Quality Professionals
  • Customer Support Managers
  • Customer Success Operations Professionals
  • Customer Service & Customer Success Team Leads

Prerequisites & Participant Readiness

  • Basic understanding of customer service, customer support, or customer success
  • Familiarity with customer queries, feedback, onboarding, account reviews, or service processes is helpful
  • Basic communication, analytical, and problem-solving skills
  • No programming or technical AI knowledge required
  • No previous AI-tool experience required

TOC Modules

Concepts
  • Understanding AI and Generative AI in the context of customer-facing functions
  • Exploring AI applications across support, onboarding, engagement, retention, renewals, and customer experience
  • Understanding the difference between AI assistance, automation, analytics, and human judgement
  • Recognising AI limitations, hallucinations, incomplete customer context, and unsuitable recommendations
Practical activities
  • Identifying high-value AI applications across the customer lifecycle
  • Comparing traditional customer-service activities with AI-assisted approaches

Scenarios

Customer Issue to Resolution & Experience Improvement

Customer Interaction → AI-Assisted Analysis → Intent & Sentiment → Clarification → Resolution / Escalation → Follow-Up → Experience Insight

Participants use AI to analyse a sample customer issue, prepare an appropriate response or escalation, and identify potential improvements to the overall customer experience.

Customer Account to Retention & Success Plan

Customer Health Data → AI-Assisted Analysis → Adoption & Engagement → Risk Signals → Success Actions → Retention Plan → Account Summary

Participants use AI to review sample customer-account information, identify engagement and retention risks, and prepare a structured customer-success action plan.

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