Role-Based Programme
RB1289

AI for Customer Service & Customer Success

Smarter Support, Customer Engagement, Retention & Experience

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Duration
8 Hours
Level
Basic
Delivery
Instructor-Led
Format
Workshop

Programme Objectives

  • Understand how AI can support Customer Service and Customer Success across support, onboarding, engagement, retention, renewals, and customer experience.
  • Apply AI to analyse customer conversations, feedback, support cases, usage signals, customer-health information, and recurring service issues.
  • Use AI to improve customer responses, case summaries, success plans, knowledge articles, renewal preparation, and stakeholder communication.
  • Develop practical skills for complaint handling, customer-health analysis, service improvement, retention planning, and performance reporting.
  • Understand responsible AI use, customer privacy, confidentiality, data accuracy, bias, empathy, and human oversight in customer-facing decisions.

Tools covered

Generative AI AssistantsCustomer Intent AnalysisSentiment AnalysisCustomer Feedback AnalysisResponse DraftingKnowledge ManagementCustomer Health AnalysisChurn Risk SupportService Performance AnalysisReporting & Presentation Tools

Who should attend

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

Prerequisites & Participant Readiness

  • Basic understanding of customer service, customer support, or customer success processes
  • Familiarity with customer interactions, support cases, onboarding, retention, or customer reporting is helpful
  • Basic communication, analytical, and digital-tool skills
  • No programming or technical AI knowledge required
  • Prior AI-tool experience is helpful but not mandatory

TOC Modules

Concepts
  • Understanding Generative AI and its relevance to customer-facing functions
  • Exploring AI support across service, support, onboarding, success, retention, and experience management
  • Distinguishing AI assistance from CRM, ticketing, chatbot, customer-success, and analytics platforms
  • Understanding AI limitations, hallucinations, bias, and customer-experience risks
Practical activities
  • Identifying recurring Customer Service and Customer Success activities suitable for AI assistance
  • Comparing traditional and AI-assisted customer workflows
  • Mapping AI opportunities across the end-to-end customer lifecycle

Scenarios

Customer Issue to Resolution & Experience Recovery

Customer Interaction → Intent & Sentiment → Issue Analysis → Verified Facts → Response → Resolution / Escalation → Follow-Up → Experience Review

Participants use AI to analyse a sample customer issue, prepare an accurate and empathetic response, structure the resolution path, and identify actions to restore customer confidence.

Customer Health to Retention & Success Plan

Customer Data → Usage & Engagement → Feedback → Health Assessment → Risk Signals → Success Actions → Retention Plan → Management Summary

Participants use AI to analyse a sample customer account, identify health and retention risks, and develop a structured success and retention plan for internal review.

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