What you’ll learn
- Deploy customized customer support bots connected to proprietary company knowledge bases.
- Design human-in-the-loop escalation rules for complex or sensitive customer inquiries.
- Analyze support ticket logs using LLMs to identify recurring product issues and operational bottlenecks.
How the course runs
Before the session
Pre-session prep · about 30 minutes
Compile export file of past 100 support tickets and existing product FAQ documentation.
Live session
Instructor-led · 2.5 hours
2.5-hour support desk architecture workshop building knowledge-grounded bots.
After the session
Practice & reinforcement
Test support bot on simulated customer tickets and measure resolution accuracy.
Course modules
Knowledge-Grounded Support Mechanics
Preventing hallucinated customer advice using strict retrieval boundaries.
Escalation Architecture
Defining sentiment thresholds and intent flags that trigger seamless human agent transfers.
Omnichannel Response Formatting
Tailoring outputs for live chat, email, and social messaging channels.
Support Analytics & Ticket Mining
Clustering recurring ticket issues to inform core product/service improvements.
What you’ll take away
Deliverable: Operational Customer Support Bot Blueprint and Triage Escalation Matrix.
How your learning is checked: Resolution accuracy test evaluated against past support ticket standard benchmarks.