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Duration 14 hours
Course Outline
Introduction to Claude in Support Operations
- Positioning Claude within the enterprise support landscape.
- Exploring capabilities and inherent limitations.
- Identifying key operational use cases.
Triage and Classification with Claude
- Strategies for automated categorisation.
- Extracting customer intent and urgency levels.
- Decreasing the manual burden of triage tasks.
Drafting and Refining Customer Communications
- Generating messages with controlled tone.
- Adapting communication styles for diverse customer profiles.
- Developing multi-step communication flows.
Ticket Automation and Summarisation
- Creating structured ticket content efficiently.
- Producing accurate summaries from conversation transcripts.
- Ensuring outputs align with internal formatting standards.
Knowledge Retrieval and Article Improvement
- Querying enterprise knowledge bases using Claude.
- Refreshing and updating outdated knowledge articles.
- Developing new documentation based on support data.
Workflow Integration and Best Practices
- Optimising support processes with the aid of Claude.
- Designing repeatable prompt workflows.
- Maintaining quality assurance in AI-assisted operations.
Security, Compliance, and Responsible Usage
- Considerations for data handling and privacy.
- Managing permissions and access policies.
- Ensuring auditability in AI-enabled support workflows.
Practical 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 foundational understanding of customer support workflows.
- Hands-on experience with helpdesk or ticketing systems.
- Basic familiarity with enterprise knowledge bases.
Intended 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
