IT Service Desk: Customer Service Fundamentals with AI

Course details

Put the "help" in help desk and the "support" in support specialist by implementing proven techniques that both resolve issues and increase customer satisfaction. In this course, join instructor Pam Baker as she shows you how to take your IT service desk beyond identifying and resolving problems, to also building rapport with customers by alleviating their frustrations. By the end of this course, you’ll also be prepared to leverage cutting-edge AI tools to meet the unique needs of your customers and drive long-term success.

Learning objectives
Use AI-driven tools, like chatbots and virtual assistants, to enhance IT service desk operations while knowing their limitations.
Intervene in AI-automated processes to maintain a personal, empathetic connection with customers.
Apply skills for diagnosing and resolving technical issues, using both structured approaches and AI analytics.
Leverage strategies for managing challenging customer interactions, including using AI tools to de-escalate and regain customer trust.
Adhere to best practices for safeguarding customer data and ensuring AI-driven interactions comply with privacy regulations like GDPR.

Concepts

0. Introduction

01 - Learn customer service fundamentals with AI

1. Understanding Customer Needs in the AI Era

02 - Key elements of effective customer service in IT
03 - The role of empathy and active listening in the AI age
04 - How AI can help identify and prioritize customer needs
05 - Personalizing support in AI-driven environments
06 - Bridging the gap between automated and human responses
07 - Challenge - Restoring a customer's faith in the process
08 - Solution - Restoring a customer's faith in the process

2. Navigating AI Tools for IT Support

09 - Overview of AI tools used in IT service desks
10 - Limitations and benefits of AI-driven tools
11 - A look at existing IT systems with embedded AI
12 - Tips on using AI to enhance the customer experience
13 - Tips on what to automate to improve the customer experience

3. Effective Communication Skills

14 - Communication essentials in IT support
15 - Communicating with customer types and technical skill levels
16 - Using AI to enhance agent-to-customer communications
17 - Best practices in using AI for written communications
18 - Real-time feedback from AI tools for improvement
19 - Challenge - Rating communication elements
20 - Solution - Rating communication elements

4. Problem-Solving Techniques

21 - Structured approaches to IT troubleshooting
22 - AI in technical troubleshooting
23 - AI's role in remote-desktop support scenarios
24 - Escalating issues when AI tools are insufficient
25 - Using AI to predict and prevent future issues
26 - Challenge - Escalate or remediate Real-world IT scenarios
27 - Solution - Escalate or remediate Real-world IT scenarios

5. Managing Difficult Customers

28 - Techniques for handling frustrated or challenging customers
29 - Using AI to help de-escalate situations
30 - Maintaining professionalism under pressure
31 - Using AI on sentiment data to assess customer emotions
32 - Regaining trust after negative AI experiences

6. AI-Powered Self-Service and Customer Empowerment

33 - Benefits of self-service portals and knowledge bases
34 - How AI can enhance self-service for customers
35 - Encouraging customers to use AI tools
36 - Helping customers with AI-driven self-service
37 - Using AI to update and improve self-service content
38 - Challenge - Reassuring a customer skeptical of AI
39 - Solution - Reassuring a customer skeptical of AI

7. Data Privacy and Security in AI Interactions

40 - Data-privacy concerns in AI customer service
41 - Best practices for safeguarding customer data
42 - Compliance with privacy regulations
43 - Managing customer consent for AI-driven data collection
44 - Educating customers on AI data usage and security practices

Conclusion

45 - Continuing your IT service-desk experience