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Course Outline
Introduction to Claude for Support Operations
- Positioning Claude in enterprise support
- Capabilities and limitations
- Understanding operational use cases
Support Triage and Classification with Claude
- Automated categorization strategies
- Extracting intent and urgency
- Reducing manual triage workload
Drafting and Refining Customer Communications
- Tone-controlled message generation
- Adapting messages for different customer profiles
- Creating multi-step communication flows
Ticket Automation and Summarization
- Generating structured ticket content
- Creating accurate summaries from transcripts
- Aligning outputs with internal formatting standards
Knowledge Retrieval and Article Enhancement
- Querying enterprise knowledge bases with Claude
- Updating outdated knowledge articles
- Creating new documentation from support data
Workflow Integration and Best Practices
- Optimizing support processes using Claude
- Designing repeatable prompt workflows
- Ensuring quality assurance in AI-assisted operations
Security, Compliance, and Responsible Use
- Data handling considerations
- Permissions and access policies
- Auditability in AI-enabled support workflows
Hands-On Project: Claude in Real Support Scenarios
- Building a triage-to-ticket workflow
- Producing customer-ready communications
- Configuring a support knowledge Q&A pipeline
Summary and Next Steps
Requirements
- An understanding of customer support workflows
- Experience with helpdesk or ticketing systems
- Basic familiarity with enterprise knowledge bases
Audience
- Customer service teams
- Support managers
- Operations teams
14 Hours
