Model Online / On-Site
Duration
Modules 5 modules

Course Objective & Scope

Manually reading and tagging hundreds of messages arriving in shared mailboxes (info, support, finance, procurement, HR) and helpdesk queues slows down first-response SLAs. This course teaches how to build intelligent triage workflows that classify incoming messages by intent, topic, urgency and sentiment, extract customer or order IDs, and route tickets to the right queue with a ready-to-review draft reply.

Participants practice setting confidence thresholds, masking personal data and designing agent-assist flows that prevent misrouting and unsafe auto-replies.

Who Should Attend?

  • Customer service, contact centre and customer experience (CX) leads
  • IT service desk (ITSM) and internal support operations teams
  • Finance, procurement, logistics and HR teams managing shared inboxes
  • Administrators of Zendesk, Jira Service Management, Freshdesk or Salesforce Service

Key Takeaways

  • Design a clear, non-overlapping ticket and email classification taxonomy
  • Extract intent, urgency, sentiment and customer/order entities as structured JSON
  • Handle multi-intent or incomplete requests with dedicated sub-flows
  • Generate knowledge-grounded draft replies directly inside the agent's workspace
  • Track precision, recall and SLA improvement with a triage monitoring dashboard

Curriculum

Taxonomy Design and Triage Rules
  • Good versus ambiguous category definitions and resolving overlaps
  • Urgency, VIP customer and legal/complaint escalation rules
Intent, Sentiment and Entity Extraction with LLMs
  • Extracting order IDs, policy numbers, amounts and summaries as JSON
  • Separating the latest message from quoted history in long email threads
Smart Routing and CRM/Helpdesk Enrichment
  • Looking up customer context in the CRM and attaching it to the ticket
  • Confidence-based auto-assignment versus manual triage queues
Knowledge-Grounded Draft Replies
  • Generating draft responses grounded in FAQs and internal SOPs
  • Drawing the line between auto-acknowledge and agent-approved replies
Quality Measurement, Feedback Loops and Safety
  • Improving prompts from agent re-tags and edited replies
  • Defending against email prompt injection and protecting personal data

Other Courses in This Category

  • AI Workflow Automation for Marketing and Sales Teams

    Accelerate the marketing and sales funnel with automated lead enrichment, scoring, personalised outreach, pre-meeting account briefs, CRM updates and proposal/follow-up workflows.

    AI Automation & Intelligent Workflows Corporate
    Live Course
    5 modules
    View
  • AI Workflow Automation for HR and Internal Operations

    Automate recruiting coordination, onboarding/offboarding checklists, employee policy Q&A, leave/expense/procurement approvals and internal service requests with human checkpoints.

    AI Automation & Intelligent Workflows Corporate
    Live Course
    5 modules
    View
  • API and Webhook-Driven Automation Workflows

    Connect systems without built-in connectors using REST APIs, webhooks, OAuth2/API keys, pagination and JSON transformations inside workflow automation platforms.

    AI Automation & Intelligent Workflows Corporate
    Live Course
    5 modules
    View
  • CRM, ERP and Enterprise System Integrations

    Design reliable syncs and AI-enriched workflows across Salesforce, Dynamics 365, HubSpot, ERP, ITSM and databases with master-data matching, deduplication and idempotent updates.

    AI Automation & Intelligent Workflows Corporate
    Live Course
    5 modules
    View
  • Automated Reporting and AI Executive Narratives

    Automate data pulls across databases, ERP, CRM and spreadsheets, combine deterministic KPI calculations with LLM-written executive commentary, and distribute scheduled reports.

    AI Automation & Intelligent Workflows Corporate
    Live Course
    5 modules
    View
  • Enterprise Knowledge Workflows and Information Routing

    Keep corporate knowledge current across SharePoint, Confluence, Notion, Drive and ticket logs with automated ingestion, summarisation, change alerts and RAG indexing workflows.

    AI Automation & Intelligent Workflows Corporate
    Live Course
    5 modules
    View

Get in touch