How AI can be used in customer service?

AI enhances customer service through chatbots, automated responses, sentiment analysis, and personalized support at scale.

How generative AI transform your customer support career?

Generative AI equips you to build smarter support systems, automate tasks, and shift from reactive support to proactive engagement—boosting your strategic value.

What is the best AI tool for customer service?

Popular tools include SendBird for chatbot deployment, with ChatGPT and Otter.ai also used for intelligent support and feedback analysis.

Is customer service a good career option?

Yes, especially with AI integration, it offers diverse growth opportunities in CX strategy, automation, and customer experience design.

When will I have access to the lectures and assignments?

To access the course materials, assignments and to earn a Certificate, you will need to purchase the Certificate experience when you enroll in a course. You can try a Free Trial instead, or apply for Financial Aid. The course may offer 'Full Course, No Certificate' instead. This option lets you see all course materials, submit required assessments, and get a final grade. This also means that you will not be able to purchase a Certificate experience.

What will I get if I purchase the Certificate?

When you purchase a Certificate you get access to all course materials, including graded assignments. Upon completing the course, your electronic Certificate will be added to your Accomplishments page - from there, you can print your Certificate or add it to your LinkedIn profile.

Is financial aid available?

Yes. In select learning programs, you can apply for financial aid or a scholarship if you can’t afford the enrollment fee. If fin aid or scholarship is available for your learning program selection, you’ll find a link to apply on the description page.

Generative AI in Customer Service Operations Training

Generative AI in Customer Service Operations Training

位教师：Priyanka Mehta

包含在中

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3个模块

深入了解一个主题并学习基础知识。

初级等级

推荐体验

5 小时完成

灵活的计划

自行安排学习进度

3个模块

深入了解一个主题并学习基础知识。

初级等级

推荐体验

5 小时完成

灵活的计划

自行安排学习进度

您将学到什么

Build and deploy AI-powered chatbots to enhance customer interactions.
Personalize support experiences using AI-driven feedback and analysis tools.
Automate customer service operations with intelligent workflows and knowledge systems.
Apply ethical AI practices focused on privacy, bias reduction, and transparency.

您将获得的技能

您将学习的工具

Generative AI

要了解的详细信息

可分享的证书

添加到您的领英档案

作业

9 项作业

授课语言：英语（English）

了解顶级公司的员工如何掌握热门技能

了解关于 Coursera for Business 的更多信息

Petrobras, TATA, Danone, Capgemini, P&G 和 L'Oreal 的徽标

该课程共有3个模块

This AI in Customer Service course equips you with the skills to modernize customer support using Generative AI. Begin with the fundamentals of AI in digital customer service and explore how virtual assistants and chatbots can streamline interactions. Learn how to personalize experiences and gain actionable insights through AI-driven feedback analysis. Explore automation techniques to optimize call centers, knowledge bases, and engagement workflows. Understand the ethical implications of AI by diving into data privacy, bias mitigation, and transparency. Experience hands-on demos with tools like SendBird and Otter.ai to bring your learning to life.

To be successful in this course, no prior experience is required, this course is beginner-friendly and ideal for support professionals and tech enthusiasts. By the end of this course, you will be able to: - Build and deploy conversational AI chatbots for smarter support - Personalize customer interactions using AI-driven feedback analysis - Automate operations using intelligent workflows and knowledge systems - Apply ethical AI practices with a focus on transparency and privacy Ideal for customer service professionals, support teams, and CX strategists.

单元详情

Master the art of transforming customer service with AI in this hands-on course. Explore the fundamentals of Generative AI and its impact on digital customer support. Learn to leverage chatbots and virtual assistants for faster, smarter interactions. Understand automation, integration, and end-to-end AI support flows. Build your own conversational chatbot using SendBird. Ideal for support professionals and tech enthusiasts.

涵盖的内容

4个视频1篇阅读材料3个作业

4个视频总计14分钟

Learning Objectives1分钟
Generative AI in Customer Service3分钟
AI-Powered Customer Support: Automation and Integration8分钟
Demo: Building Conversational Chatbot Using SendBird2分钟

1篇阅读材料总计10分钟

Course Syllabus10分钟

3个作业总计70分钟

Quiz on The Digital Transformation of Customer Service15分钟
Quiz on AI-Powered Chatbots and Virtual Assistance: Benefits15分钟
Assessment for Introduction to AI in Customer Service40分钟

Master the art of AI-driven personalization and feedback intelligence in this hands-on course. Explore techniques to tailor customer interactions using intelligent systems. Learn to manage feedback efficiently and uncover insights through AI-powered analysis and reporting. Experience a live demo on transcribing audio calls to text using Otter.ai. Ideal for support teams focused on experience and retention.

涵盖的内容

4个视频3个作业

4个视频总计17分钟

AI-Driven Personlaization in Customer Service5分钟
AI-Driven Customer Insights and Feedback Analysis6分钟
AI-Powered Feedback: Collection, Insights, and Reports2分钟
Demo: Transcibing Audio Calls to Text Using Otter.ai4分钟

3个作业总计70分钟

Quiz on Personalization and Feedback Analysis15分钟
Quiz on Feedback Collection and Processing15分钟
Assessment for Personalization and Feedback Intelligence40分钟

Master how to optimize operations and implement responsible AI across support functions. This module covers AI tools for knowledge base management and call center efficiency, strategies for boosting customer engagement, and ensuring data privacy. Learn how AI enhances service quality while staying compliant and ethical. Gain practical insights to build secure, scalable, AI-driven support systems.