ChatGPT Tips for the Help Desk (2023)

Course details

If you’re a help desk manager, IT manager, or anyone in an organization charged with producing supporting documents like self-help repositories, help desk training content, software documentation and technical documents, and FAQs, ChatGPT is a tool that can help you increase operational efficiencies and improve customer experience.

In this course, instructor Pam Baker briefly introduces ChatGPT and then moves on to specific use cases (and how to execute them) for help desks. Pam covers everything from using ChatGPT to help with strategic planning, prompt engineering, and agent scripting, to self-help repositories and problem resolution, as well as other topics of high interest to help desk managers. Join Pam in this course to see how you can use ChatGPT and other similar generative AI tools to assist in almost any help desk need or goal.

Concepts

0. Introduction

01 - Welcome
02 - What you should know before you get started

1. What the Help Desk Needs to Know About ChatGPT

03 - Introduction to ChatGPT
04 - Why ChatGPT adoption by the help desk matters
05 - ChatGPT pros and cons for the help desk
06 - How ChatGPT can work for the help desk
07 - Challenge - Choosing ChatGPT in help desk software vs. integrating with an API
08 - Solution - Choosing ChatGPT in help desk software vs. integrating with an API

2. Using ChatGPT for Self-Help Content

09 - Writing prompts to generate content
10 - How to use ChatGPT content for self-help documents
11 - Reigning in ChatGPT AI hallucinations and other fact-checking needs
12 - Alternatives to ChatGPT for your help desk
13 - Challenge - Rewriting a document from your self-help repository using ChatGPT
14 - Solution - Rewriting a document from your self-help repository using ChatGPT

3. Using ChatGPT for Planning, Scripting, and Escalating

15 - Using ChatGPT for help desk strategy and planning
16 - Using ChatGPT for help desk agent scripting
17 - Challenge - Rewriting an agent script specifying an end goal and business rules
18 - Solution - Rewriting an agent script specifying an end goal and business rules

4. Frozen or Flowing Weigh ChatGPT Use in Real Time

19 - Pros and cons of help desk agents using live ChatGPT
20 - Pros and cons of help desk agents using ChatGPT content in static form
21 - Challenge - Mixing real-time and static outputs from ChatGPT
22 - Solution - Mixing real-time and static outputs from ChatGPT

5. Upskilling ChatGPT Use by the Help Desk

23 - Training tips
24 - Leveraging ChatGPT skills to level up on other GPT AI

Conclusion

25 - Next steps