CompTIA AI Customer Support Essentials

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Course Overview

CompTIA AI Customer Support Essentials is a focused, one-day course that helps customer support professionals apply generative AI across communication, issue resolution, case continuity, support operations, and professional development. Learners practice drafting and refining responses, maintaining brand consistency, navigating difficult conversations, summarizing customer history, troubleshooting issues, documenting handoffs, analyzing support data, and building reusable support resources.

The course combines prompt fundamentals with practical activities and examples while emphasizing responsible AI use, output verification, human oversight, and effective collaboration with AI agents.

Who Should Attend

  • Customer support representatives and customer service professionals
  • Support specialists responsible for written customer communication and case management
  • Customer experience and contact-center professionals
  • Support team leads seeking consistent, AI-assisted workflows
  • Professionals who work alongside AI agents or support automation

Course Objectives

    • Explain generative AI fundamentals and create effective prompts using contextual information.
    • Use AI responsibly by recognizing risks, verifying output, and identifying common errors.
    • Draft, refine, personalize, and adapt customer responses across channels.
    • Create persistent instructions that support consistent, brand-aligned communication.
    • Use AI to de-escalate difficult conversations while preserving customer relationships.
    • Summarize customer histories, diagnose issues, explain solutions, and document case handoffs.
    • Analyze support data, CSAT comments, and ticket queues to identify patterns and priorities.
    • Build reusable knowledge articles, troubleshooting scripts, and support assets.
    • Monitor AI-agent interactions, manage handoffs, and apply appropriate human oversight.
    • Use AI for onboarding, practice, feedback, and continued professional development.

Course Outline

AI Foundations for Customer Support

  • Course Introduction
  • Course Introduction
  • How to Use This Course
  • Activity: Pre-Assessment
  • Prompt Fundamentals
  • Introduction to Generative AI
  • Elements of an Effective Prompt
  • Introduction to Contextual Files
  • Activity: Crafting an Effective Prompt
  • Using AI Responsibly and Securely
  • The Risks of Using AI
  • The Importance of Verifying AI Outputs
  • Types of Errors in AI Outputs
  • Activity: Verifying AI Outputs

Drafting and Managing Customer Communication with AI

  • Drafting and Refining Customer Responses with AI
  • Draft, Refine, and Perfect Customer Responses
  • Prompt Pack: Tone, Personalization, and Channel Adaptation
  • From Prompt to Polished Response
  • Activity: Refining Generic Drafts into Brand-Ready Replies
  • Standardizing Response Quality with Persistent Context
  • Configure AI to Know Your Brand
  • Prompt Pack: Building Custom Instructions
  • Setting Up Custom Instructions for Consistent Output
  • Activity: Building a Custom Instruction Set
  • Handling Difficult Customer Situations with AI
  • Navigate High-Stakes Customer Conversations
  • Prompt Pack: De-escalation and Difficult Conversations
  • Declining Requests While Preserving the Relationship
  • Activity: Responding to a Frustrated Customer Seeking an Exception
  • Module 2 Review

Resolving Customer Issues and Maintaining Continuity with AI

  • Understanding Customer Context with AI Summaries
  • Get Up to Speed on Customer Context Quickly
  • Prompt Pack: Summarizing Customer History
  • Summarizing a Complex Email Thread
  • Activity: Summarizing a Complex Ticket
  • Troubleshooting and Resolving Customer Issues with AI
  • Diagnose, Solve, and Explain with AI
  • Prompt Pack: Diagnosing Issues and Explaining Solutions
  • Helping a Customer Resolve a Technical Problem
  • Activity: Diagnosing and Explaining a Technical Issue
  • Documenting and Handing Off Cases with AI
  • Document and Hand Off with Ease
  • Prompt Pack: Case Notes and Handoff Summaries
  • Creating an Escalation Summary
  • Activity: Writing a Seamless Handoff Summary
  • Module 3 Review

Scaling and Optimizing Support Operations with AI

  • Using AI to Understand Your Support Data
  • What Your Tickets and Customer Feedback Are Telling You
  • Prompt Pack: Understanding Your Support Data
  • Analyzing CSAT Comments
  • Triaging a Ticket Queue
  • Activity: From Feedback Patterns to a Prioritized Queue
  • Building Reusable Support Resources with AI
  • Build a Library of Reusable Support Assets
  • Prompt Pack: Building Reusable Support Content
  • Creating a Knowledge Base Article from Common Tickets
  • Building a Troubleshooting Script from Ticket Patterns
  • Activity: Identifying High-Value Content Opportunities
  • Module 4 Review

Partnering with AI Agents and Growing Your Skills

  • Working Alongside AI Agents
  • Partner with AI Agents on the Frontline
  • AI Agent Capabilities and Failure Modes
  • Monitoring AI Conversations
  • Activity: Spotting the Moment to Take Over
  • Managing AI Agent Handoffs and Human Oversight
  • Take Over from AI Seamlessly
  • Working with AI Handoff Summaries
  • Taking Over a Conversation
  • Activity: Taking Over from an AI Agent Using a Handoff Summary
  • Using AI for Onboarding and Professional Development
  • Accelerate Your Growth with AI as Your Guide
  • Prompt Pack: Learning, Practicing, and Getting Feedback
  • Using AI to Learn and Improve as a Support Agent
  • Activity: Using AI to Reflect on and Improve Your Own Performance
  • Module 5 Review

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Class Dates & Times

Class times are listed Eastern time

This is a 1-day class

Price: $99.00

NCLGISA Price: $49.50

Class dates not listed.
Please contact us for available dates and times.