Course Details
Explore how AI can streamline ticket management by summarizing conversations, identifying escalation triggers, and drafting escalation notes automatically. This session helps you reduce manual effort, enhance accuracy, and ensure that critical cases are escalated swiftly and appropriately. You’ll develop workflows to maintain clarity and consistency in case documentation while speeding up resolutions.
Part 1: Introduction (~15 mins)
- Understand the challenges in escalation management
- Position AI as a summarization and triage partner
Part 2: Live Demo | AI in Action (~30 mins)
- Summarize lengthy ticket threads into clear overviews
- Categorize issues for efficient resolution
- Draft structured escalation reports with AI assistance
Part 3: Guided Practice (~30 mins)
- Summarize real-world support cases into concise notes
- Draft a professional escalation summary
- Refine drafts through group discussion and peer feedback
Part 4: Advanced Techniques (~25 mins)
- Integrate AI solutions into ticketing systems for efficiency
- Automate escalation rules for faster resolutions
- Ensure accuracy and reliability in AI-generated summaries
Part 5: Wrap Up (~20 mins)
- Build and finalize your AI Escalation Workflow
- Conclude with Q&A and access to resources
- Summarize tickets instantly: Use AI to condense lengthy conversation threads into actionable summaries.
- Identify escalation triggers: Spot patterns that indicate when and how to escalate cases effectively.
- Reduce resolution times: Improve case turnaround with AI-generated summaries and escalation templates.
Who should attend ?
- Customer support agents and team leads managing high-ticket volumes and complex cases.
- Escalation managers and quality teams focused on maintaining accuracy and compliance in issue resolution.
- Operations and customer experience leaders seeking to optimize workflows and reduce handling times.
Post training resource
- Ticket summary prompt kit
- Escalation template
- Workshop Recording (perpetual access)
- Training Slide decks (PDF)
- Certification of Completion
- LinkedIn Badge
Participant Requirement
- Must join from laptop, desktop or tablet.
- Zoom app and Chrome / Safari / Edge should be installed.
- We’ll demo with tools like ChatGPT, Gemini, Copilot and more. Free/trial accounts work fine (with some limits); Pro versions add extras but aren’t required.
- Built around frameworks you can apply immediately.
- Live exercises so you leave with usable skills.
- Practical applications using tools such as ChatGPT, Gemini, Copilot, and more.
- Prompts, templates, and recordings to keep applying what you learn.
Workflow First
Hands-On Practice
AI in Practice
Resources That Last
At UpskAill, we want to make sure your learning never gets disrupted. Each course is assigned a Lead Trainer, who normally delivers all the sessions, and a Backup Trainer, who is equally qualified and fully prepared to step in if the Lead Trainer is unavailable due to an emergency (such as a personal matter, power outage, or connectivity issue). In the rare case that both trainers are unavailable on the same day, the session will be rescheduled to a new date. This system ensures that your training continues smoothly and you always receive the full value of your course.
