Eagentix Hands-On AI Training

Customer Service & Support AI Training Singapore

Hands-on AI training in Singapore for customer service teams on Copilot, ChatGPT, Gemini, Claude or Amazon Q, grounded in your own knowledge base.

AI training for customer service & support teams

AI training for customer service and support teams

Support teams are under pressure to answer faster, and an AI assistant will happily answer anything — including questions your knowledge base does not cover. This is a hands-on programme for support agents, team leads and service quality teams who need to apply Microsoft Copilot, Claude Cowork, Gemini Enterprise, Amazon Q Enterprise or ChatGPT Enterprise to grounded customer replies, case handovers and service improvement — with escalation built in for when the source does not answer the question. Sessions are delivered in Singapore, on site or remote, using your tool licences and anonymised versions of your own cases.

Who this programme is for

Customer service, support and service quality teams.

  • Support agents who draft replies and handle escalations
  • Team leads who review quality and hand cases between shifts
  • Knowledge and service quality teams who maintain help content
  • Service leaders deciding what AI may draft for customers and what needs approval

Who it is not for

  • Teams looking for a vendor demo rather than hands-on practice
  • Anyone expecting AI to reply to customers without an agent reviewing the answer
  • Chatbot or contact-centre platform build projects — this is applied assistant training

Assistants covered in the programme

The programme is delivered on the assistant your organisation already licenses. The techniques transfer between them.

Microsoft Copilot

Outlook, Teams and Word inside Microsoft 365. Used for drafting replies from approved articles, summarising long threads and preparing handovers.

ChatGPT Enterprise

Analysis over uploaded case exports, custom GPTs for repeat reply and summary tasks, and prompt patterns for knowledge articles.

Gemini Enterprise

Google Workspace support work: Gmail replies, Docs knowledge articles and grounded answers over help content in Drive.

Claude Cowork

Long case threads and multi-week histories, condensed without losing commitments or open issues.

Amazon Q Enterprise

Grounded answers over connected knowledge and ticketing sources for organisations standardised on AWS.

Curriculum and hands-on modules

Module 1: Grounded customer replies

Hands-on exercise. Draft replies using approved knowledge articles and practise escalation when the source does not answer the question.

What you leave with. Response templates with source checks and escalation criteria.

Module 2: Case handovers

Hands-on exercise. Summarise case histories into a concise handover without losing commitments or unresolved issues.

What you leave with. A case summary and handover template.

Module 3: Service improvement

Hands-on exercise. Group anonymised feedback into themes and turn resolved cases into draft knowledge articles.

What you leave with. A service trend brief and reviewed knowledge article.

The same customer service & support day on each assistant

The modules stay the same; the exercise changes with the tool your team is licensed for.

Microsoft Copilot: Grounded reply to an escalated complaint in Outlook

What goes in
A long customer email thread and two approved knowledge articles.
What is asked
Draft a reply that answers only what the articles support, names the article used and flags anything that needs a supervisor.
What comes out
A reply draft plus a short escalation note.
What the reviewer checks
Every commitment in the draft exists in an article or in the thread history; anything else is removed before sending.

ChatGPT Enterprise: A reply GPT on your knowledge base

What goes in
Your approved knowledge articles and twenty anonymised past tickets.
What is asked
Build a GPT that drafts replies in your tone, names the article used and routes anything uncovered to escalation.
What comes out
A shared GPT the team uses on live tickets.
What the reviewer checks
The twenty past tickets are replayed; drafts are compared with what an experienced agent actually sent.

Claude Cowork: Escalation handover from a long case history

What goes in
A six-week complaint thread with internal notes.
What is asked
Summarise what the customer was told, what was promised and by whom, and what is still open.
What comes out
A handover note the next owner reads in two minutes.
What the reviewer checks
Every promise in the summary is located in the thread; any promise found in the thread but missing from the summary is a failed check.

Gemini Enterprise: Gmail reply grounded in a Drive article

What goes in
A customer email and your approved articles in a shared Drive folder.
What is asked
Draft a reply that cites the article it relies on, and say plainly when no article answers the question.
What comes out
A Gmail draft with its source named.
What the reviewer checks
The agent opens the cited article before sending; a reply without a source is escalated.

Amazon Q Enterprise: Grounded replies from connected knowledge

What goes in
The connected knowledge source and a set of recent customer questions.
What is asked
Draft replies that cite the article used and escalate where coverage runs out.
What comes out
Draft replies plus a list of knowledge gaps.
What the reviewer checks
Gaps feed the next knowledge article rather than an improvised reply.

Singapore rules the exercises respect

Support teams handle personal data on every ticket, so the exercises treat data handling as part of the reply, not a separate topic.

  • Identity is verified before account details are discussed, whatever the assistant drafts.
  • Personal data requests and suspected breaches follow your PDPA process, including mandatory breach notification where it applies.
  • Replies come from approved knowledge only, so customers are not given commitments your organisation never made.

How the sessions run

Delivery

On site in Singapore or remote, delivered live. Cohorts are kept small enough that every participant works on their own files rather than watching a screen share.

Duration and scheduling

Typically one full day, or two half-days scheduled around shift patterns so the queue stays covered. Module order is adjusted to your calendar and tool stack.

Session structure

Each module follows the same pattern: a short walkthrough of the technique, a hands-on exercise on your own data, then a review of what the assistant got wrong and how to catch it.

After the session

Participants leave with the prompt patterns, templates and review checklists produced during the session, so the work continues after the training day.

Prerequisites

  • A licensed seat on at least one of the covered assistants (we can run the programme on whichever your organisation has)
  • Working knowledge of your own support process, escalation rules and knowledge base
  • Anonymised or sample working files — a few resolved cases, knowledge articles, a handover note
  • No coding background required

Data handling and human review

  • Exercises run inside your own tenant and your own licences, so your data does not leave your environment for the training.
  • Files shared with the trainer in advance are anonymised extracts; customer records and live case data stay inside your own tenant and licences.
  • Every module includes verification: checking output against the source, confirming what the assistant left out, and marking what still needs a human read.
  • Every customer reply is reviewed by an agent before it is sent. The programme teaches AI-assisted drafting grounded in approved content, never unattended replies.

Who delivers the training

Abhijit Ghosh

The programme is delivered by Abhijit Ghosh, who has spent 25 years in data and AI, including roles at Accenture, IBM, Deloitte, Cloudera, Tibco and Wipro. Sessions are run by the practitioner, not handed to a junior facilitator.

Frequently asked questions

Which AI assistant should our support team use?

Start with the one your organisation already licenses. Microsoft Copilot suits teams working in Outlook, Word, Excel and Teams; Gemini Enterprise suits Google Workspace; ChatGPT Enterprise and Claude Cowork are stronger for long, document-heavy work; Amazon Q suits AWS-standardised estates. The programme runs on whichever you have, and the techniques transfer between them.

Do participants need a technical or coding background?

No. The programme is built for practitioners, not engineers. If you can describe how the work is done today and you know your own documents and systems, you have the prerequisites. Nothing in the sessions requires scripting.

Will we work on our own material?

Yes. Private sessions run on your own knowledge articles and anonymised resolved cases inside your own tenant. Where a file has to be shared with the trainer in advance, an anonymised extract is used, so customer details stay inside your environment.

How long is the programme and how is it scheduled?

Typically one full day, or two half-days. Support teams usually split into groups so the queue stays covered. Module order is adjusted to your tool stack and shift pattern.

Is the training delivered in Singapore?

Yes. Sessions are delivered on site in Singapore, or live and remote for teams spread across the region.

What do participants take away?

Response templates with source checks and escalation criteria, a case summary and handover template, and a service trend brief with a reviewed knowledge article — all produced during the exercises using your own material.

How is this different from a vendor product demo?

A demo shows features on prepared data. This programme applies the assistant to your own work, including the cases where it produces confident, wrong output — because recognising and catching those is the skill that matters once the team uses it unsupervised.

What happens when the knowledge base does not answer the question?

The agent escalates rather than letting the assistant improvise. Each reply pattern built in the programme cites the approved article it relies on, and when no article covers the question the workflow routes it to a person instead of producing a plausible guess.

Will customer personal data be exposed during training?

Exercises use anonymised past tickets. Live data stays in your own tenant under existing permissions, and identity verification and PDPA handling are part of the reply workflow taught on the day.

Can the assistant reply to customers without review?

Not in this programme. Every draft is reviewed by an agent who checks the cited article before sending. Unattended replies are a separate decision with its own testing.

Choose the assistant your team already licenses

Customer Service & Support training by assistant