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Duration 14 hours
Course Outline
Introduction to Claude for Support Operations
- Positioning Claude within enterprise support ecosystems.
- Exploring its capabilities and inherent limitations.
- Understanding key operational use cases.
Support Triage and Classification with Claude
- Strategies for automated categorization.
- Identifying intent and urgency levels.
- Mitigating manual triage workloads.
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 Summarization
- Generating structured ticket content.
- Creating accurate summaries from interaction transcripts.
- Aligning AI outputs with internal formatting standards.
Knowledge Retrieval and Article Enhancement
- Querying enterprise knowledge bases using Claude.
- Updating obsolete knowledge articles.
- Creating new documentation derived from support data.
Workflow Integration and Best Practices
- Optimizing support processes with 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
- Building a workflow from triage to ticket creation.
- 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.
- Basic familiarity with enterprise knowledge bases.
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
