The British Academy for Training and Development offers a comprehensive GenAI for Customer Support training course.  This course provides you with the necessary skills on Generative AI to basically help customer service professionals automate various repetitive tasks in order to give a more accurate and faster personalised support. By using various AI-powered tools such as model building custom GPT programmes, automate emails with Google's Gem, and visual AI from Anthropic, attendees in this course will particularly learn how to incorporate AI tools into their daily workflows and satisfaction from their customers using these tools. Through many practical assignments and case studies from real life, attendees can actually gain experience in deploying AI in resolving customer inquiries while keeping a human touch in this process.

Attendees will not only know how to use technology but will adapt it to real-life events. At the end of this course, attendees will have the confidence to implement AI in his customer service operations to create minimal delays in responses and higher value at the customer association. Combining prompt engineering with AI automation and following best practices ensures that it becomes much more than just knowing technology, it is adopted to everyday use. These training modules ensure that customer service teams stay in pace with the trend, ramp up productivity, and deliver measurable improvements in customer experience.

Objective:

By the end of the course, attendees will be able to:

• Apply Generative AI including effective Prompt engineering in customer service tasks.

• Create a custom GPT model using customer service data to generate personalised responses to support tickets.

• integrate a Google Gem with Gmail to automate and enhance email-based customer support.

• Implement an Anthropic project for AI-powered visual analysis to detect product defects and generate recommendations.

Who Should Attend?

• Perfect for customer service and support professionals who want to improve their efficiency and customer interactions using Generative AI, this course is ideal for help desk representatives, call centre agents, and customer success managers.

• It is also well-suited for support team leads who are streamlining their response times, automating certain repetitive tasks, and giving more personalised support.

• Attendees will have practical AI skills to increase customer satisfaction across various industries, including retail, finance, healthcare, and tech support.

• No prior knowledge of AI is needed to participate.

How Will Attendees Benefit?

In this course, attendees will gain many benefits:

• Efficiency in Enhanced Support Operations: Learn to automate responses, streamline ticket handling, and reduce response time using Generative AI tools like ChatGPT and other LLMs.

• Improved Customer Satisfaction: Discover how AI augments excellent communication across all frontiers to create a-client experience through touch points at which customer experience is enhanced.

• Real-Time Problem Solving: Using AI, learn how to interpret customer data toward creating real-time solutions to even the most complex support problems.

• Cost-Effective Support Scaling: Learn how to deploy AI-powered chat bots and virtual assistants in scaling support services without expanding team size.

• Hands-On Training with AI Tools: Try out innovative AI technologies and solutions developed for the customer service domain.

• Integration of AI with CRM Platforms: Learn how generative AI tools integrate with CRMs, for example, Salesforce, HubSpot, and Zendesk, to establish a workflow.

• Data-Driven Decision Making: Use AI-created insights and analytics for service team performance improvement initiatives and customer engagements.

• Techniques in Customisation and Personalisation: Understand how to create the capabilities of AI in crafting customised responses on the basis of previous customer habits, their actions, as well as preferences

• Risk Management & Ethical Use of AI: The ability to apply different responsible usage approaches such as data privacy, ethics, and bias prevention to an interaction within AI systems.

• Strategic Competitive Advantage: Learn all these with all AI proficiency in customer care, for it is one of the crucial skills in the whole globe of new-age digital business.

1. Introduction to Generative AI in Customer Support

• Overview of Generative AI and its evolution

• Benefits and challenges of using AI in customer service

• Key concepts: LLMs, prompt engineering, automation

2. Prompt Engineering for Customer Interaction

• What is prompt engineering and why it matters

• Techniques to write effective prompts for support scenarios

• Practice sessions using ChatGPT for real-time support tasks

3. Building Custom GPT Models

• Collecting and structuring customer service data

• Steps to fine-tune or customise a GPT model

• Deploying models to generate support ticket replies

4. AI-Powered Email Automation using Google’s Gem

• Introduction to Google’s GenAI tools, including Gemini/Gem

• Setting up AI-based workflows for email replies

• Automating follow-ups and FAQs via Gmail integration

5. Visual AI with Anthropic for Product Issue Detection

• Understanding Anthropic’s AI tools and visual analysis

• Using AI to detect product defects and suggest solutions

• Applying visual AI in service workflows

6. Integrating AI with CRM and Helpdesk Tools

• Linking generative AI with CRM systems (Salesforce, Zendesk, HubSpot)

• Automating case logging, customer tracking, and reporting

• Maintaining smooth workflows between AI and human agents

7. Personalisation and Customisation with AI

• Using AI to analyse customer profiles and past behaviours

• Creating dynamic, personalised support experiences

• Case examples of AI-driven personalisation success

8. Real-World Applications and Case Studies

• Industry-specific use cases (retail, finance, healthcare, tech)

• Step-by-step walkthrough of AI deployment in support roles

• Group work: solve customer queries with AI tools

9. Ethical Use of AI in Customer Support

• Understanding the risks: data privacy, bias, transparency

• Guidelines for responsible AI usage in communication

• Balancing automation with human empathy

10. Measuring AI Impact on Support Performance

• Defining KPIs and metrics for AI-enabled support teams

• Using dashboards to track AI effectiveness

• Continuous improvement using feedback loops and analytics