Course Details
Learn how to deliver faster and more consistent customer support by using AI to draft, refine, and automate responses across communication channels. This course helps you reduce response times, maintain empathy and professionalism, and manage large ticket volumes effectively. You’ll build practical workflows to enhance both the customer and agent experience without compromising quality or compliance.
Part 1: Introduction (~15 mins)
- Explore the challenges of long response times and inconsistent customer support
- Recognize AI’s role as a first-line support partner
Part 2: Live Demo | AI in Action (~30 mins)
- Draft professional and empathetic support replies using AI
- Shift tone seamlessly between empathy and professionalism
- Deliver multi-channel support across email, chat, and social platforms
Part 3: Guided Practice (~30 mins)
- Rewrite and refine three sample support tickets
- Discuss tone, clarity, and consistency through group feedback
Part 4: Advanced Techniques (~25 mins)
- Integrate AI with leading tools like Zendesk, Freshdesk, and Intercom
- Automate responses to common FAQs
- Ensure POPIA/GDPR-compliant handling of sensitive information
Part 5: Wrap Up (~20 mins)
- Design your personalized AI Customer Support Workflow
- Engage in open Q&A and access supporting resources
- Reduce response times: Use AI to automate common replies and speed up resolution across chat, email, and social channels.
- Improve consistency in replies: Ensure every message follows your brand’s tone and quality standards.
- Scale support without scaling costs: Handle growing ticket volumes efficiently through AI-assisted workflows.
Who should attend ?
- Customer service professionals seeking to improve response efficiency and quality.
- Support teams handling high ticket volumes who need structured, AI-supported processes.
- Business owners and operations managers looking to deliver faster, more reliable customer support without increasing headcount.
Post training resource
- Support reply prompt library
- Workflow 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.
