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Course Outline
Introduction to Claude for Support Operations
- Positioning Claude within enterprise support
- Exploring capabilities and limitations
- Understanding operational use cases
Support Triage and Classification with Claude
- Strategies for automated categorization
- Extracting intent and urgency levels
- Reducing the burden of manual triage
Drafting and Refining Customer Communications
- Generating messages with controlled tone
- Adapting communications for diverse customer profiles
- Constructing multi-step communication flows
Ticket Automation and Summarization
- Generating structured ticket content
- Creating precise summaries from conversation transcripts
- Aligning outputs with internal formatting standards
Knowledge Retrieval and Article Enhancement
- Querying enterprise knowledge bases using Claude
- Refreshing outdated knowledge articles
- Developing new documentation from support data
Workflow Integration and Best Practices
- Optimising support processes through Claude
- Designing repeatable prompt workflows
- Ensuring quality assurance in AI-assisted operations
Security, Compliance, and Responsible Use
- Considerations for data handling
- Managing permissions and access policies
- Maintaining auditability in AI-enabled support workflows
Hands-On Project: Claude in Real Support Scenarios
- Developing a triage-to-ticket workflow
- Producing customer-ready communications
- Configuring a support knowledge Q&A pipeline
Summary and Next Steps
Requirements
- A solid understanding of customer support workflows
- Practical experience with helpdesk or ticketing systems
- Fundamental familiarity with enterprise knowledge bases
Target Audience
- Customer service teams
- Support managers
- Operations teams
14 Hours
Custom Corporate Training
Training solutions designed exclusively for businesses.
- Customized Content: We adapt the syllabus and practical exercises to the real goals and needs of your project.
- Flexible Schedule: Dates and times adapted to your team's agenda.
- Format: Online (live), In-company (at your offices), or Hybrid.
Price per private group, online live training, starting from 2600 € + VAT*
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