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Duration 14 hours
Course Outline
Introduction to Claude in Support Operations
- Positioning Claude within enterprise support frameworks
- Exploring core capabilities and inherent limitations
- Understanding relevant operational use cases
Support Triage and Classification using Claude
- Strategies for automated issue categorisation
- Extracting customer intent and urgency levels
- Mitigating manual triage workload
Drafting and Refining Customer Communications
- Generating messages with controlled tone
- Adapting communications to suit diverse customer profiles
- Designing multi-step communication flows
Ticket Automation and Summarisation
- Producing structured ticket content
- Creating accurate summaries from interaction transcripts
- Ensuring outputs align with internal formatting standards
Knowledge Retrieval and Article Enhancement
- Querying enterprise knowledge bases using Claude
- Refreshing and updating outdated knowledge articles
- Developing new documentation derived from support data
Workflow Integration and Best Practices
- Optimising support processes through the use of Claude
- Designing reusable prompt workflows
- Ensuring quality assurance in AI-assisted operations
Security, Compliance, and Responsible Usage
- Considerations for data handling
- Managing permissions and access policies
- Ensuring auditability within AI-enabled support workflows
Hands-On Project: Claude in Real-World Support Scenarios
- Constructing a triage-to-ticket workflow
- Producing polished, customer-ready communications
- Configuring a support knowledge Q&A pipeline
Summary and Next Steps
Requirements
- A solid grasp of customer support workflows
- Experience using helpdesk or ticketing platforms
- Basic familiarity with enterprise knowledge management systems
Target Audience
- Customer service teams
- Support managers
- Operations teams
Testimonials (2)
Learning how to prompt Claude and use it to digest all of the data I have available.
Mike Hartleroad - Furniture Row
Course - Claude AI for Data Analysis and Business Intelligence
how to engage with the Office environment and set up repetitive tasks
