Generative AI for Software Support and Maintenance

As software systems grow more complex, maintaining them and resolving user support requests becomes increasingly demanding. Generative AI offers a powerful way to accelerate troubleshooting, analyze legacy code, and draft precise support responses. This text-based course guides you through applying generative AI concepts to day-to-day software maintenance and technical support operations. You will learn how to safely and effectively integrate AI assistants into your workflow to diagnose bugs faster and communicate solutions clearly. In this course, you will: 1. Understand the core terminology of generative AI, large language models, and their role in modern software operations. 2. Apply prompt engineering techniques to analyze error logs, legacy code bases, and system stack traces. 3. Create clear, professional customer support responses and technical documentation using AI assistance. 4. Explore retrieval-augmented generation (RAG) concepts to search internal knowledge bases and wikis efficiently. 5. Practice identifying and mitigating security, privacy, and hallucination risks when using AI tools. 6. Design structured workflows to automate repetitive maintenance tasks and ticket categorization. Starting with foundational AI concepts and terminology, the course guides you through practical text-based scenarios, covering prompt design, log analysis, and safe data handling practices. This course is designed for beginner support engineers, IT professionals, maintenance developers, and technical helpdesk staff who want to adopt AI tools. No prior experience with artificial intelligence or machine learning is required. Step into the future of software support and start optimizing your maintenance workflows today.