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URL: https://www.coursera.org/learn/generative-ai-for-customer-support

⇱ Generative AI: Transform Your Customer Support Career | Coursera

Generative AI: Transform Your Customer Support Career

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Generative AI: Transform Your Customer Support Career

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Gain insight into a topic and learn the fundamentals.
4.9

52 reviews

Intermediate level

Recommended experience

9 hours to complete
Flexible schedule
Learn at your own pace
Gain insight into a topic and learn the fundamentals.
4.9

52 reviews

Intermediate level

Recommended experience

9 hours to complete
Flexible schedule
Learn at your own pace

What you'll learn

  • Job-ready generative AI skills businesses need for enhancing customer interactions and streamlining customer support operations

  • How to use GenAI for automating responses, creating FAQs, user guides, and enabling multilingual support

  • How to leverage GenAI for SOP documentation, sentiment analysis, and proactive customer support

  • A good understanding of the ethical considerations, challenges, and best practices for integrating AI into customer support

Details to know

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Assessments

9 assignments

Taught in English

Build your subject-matter expertise

This course is part of the Generative AI for Customer Support Specialization
When you enroll in this course, you'll also be enrolled in this Specialization.
  • Learn new concepts from industry experts
  • Gain a foundational understanding of a subject or tool
  • Develop job-relevant skills with hands-on projects
  • Earn a shareable career certificate

There are 3 modules in this course

Generative AI is transforming how customer service teams proactively interact and support their customers. Customer or IT support professionals and managers who can leverage generative AI (GenAI) are in high demand, and this course gives you sought-after GenAI skills businesses need.

During this course, you’ll discover how GenAI can transform customer interactions and streamline support processes. You’ll learn to automate responses, create FAQs and user guides, enable multilingual support, and optimize the support lifecycle using generative AI. Plus, you’ll get hands-on using generative AI tools to craft tailored prompts for specific customer needs. You’ll look at how to develop and use AI-driven chatbots for inquiries and knowledge management. You’ll learn how to use GenAI to support key support processes such as Standard Operating Procedure (SOP) documentation, sentiment analysis, and proactive support through behavioral insights. In addition, you’ll examine ethical considerations, challenges, and best practices for AI integration in customer support. Boost your customer or IT support career with in-demand generative AI skills. Enroll today to enhance your resume and stand out to employers.

This module explores the role of generative AI in enhancing customer support operations. You will learn how generative AI tools can streamline the customer support lifecycle, from ticket management and resolution to creating knowledge bases and FAQs. You will recognize the relevance of prompt engineering for effective customer interactions through generative AI and learn how to create and refine prompts for specific customer support needs. By the end of this module, you will understand how to leverage AI to automate workflows, train support agents, and improve customer service outcomes across organizations.

What's included

8 videos2 readings3 assignments5 plugins

8 videos•Total 56 minutes
  • Course Introduction•5 minutes
  • Generative AI in the Customer Support lifecycle•7 minutes
  • Generative AI Tools for Customer Support•8 minutes
  • Ticket Management and Resolution Using Generative AI •7 minutes
  • Prompt Engineering for Effective Customer Support •7 minutes
  • Creating FAQs and Knowledge Bases with Generative AI •7 minutes
  • Training Support Agents Using Generative AI Simulations  •7 minutes
  • Automating Call Centers with Generative AI •9 minutes
2 readings•Total 7 minutes
  • Course Overview•4 minutes
  • Summary: Generative AI and Customer Support •3 minutes
3 assignments•Total 50 minutes
  • Practice Quiz: Generative AI and Customer Support •10 minutes
  • Practice Quiz: Applying Generative AI to Customer Support •10 minutes
  • Graded Quiz: Generative AI and Customer Support •30 minutes
5 plugins•Total 75 minutes
  • How to Make the Most of this Course•5 minutes
  • Reading: Real-World Applications of Generative AI in Customer Support•15 minutes
  • Lab: Exploring Common Prompts for Generative AI in Customer Support •20 minutes
  • Lab: Using Generative AI to Create FAQs•20 minutes
  • Lab: Creating Document Templates Using Generative AI•15 minutes

This module focuses on developing practical skills to leverage AI-powered chatbots and automate essential customer support functions. You’ll learn to perform sentiment analysis to improve interactions and integrate AI into workflows for proactive support. The module also covers automating standard operating procedures (SOP) creation to ensure consistency in documentation. Further, it explores the ethical considerations and responsible use of AI in customer support.

What's included

9 videos1 reading4 assignments3 plugins

9 videos•Total 64 minutes
  • Build a Basic Chatbot •6 minutes
  • Sentiment Analysis Using Generative AI•7 minutes
  • Multilingual and Multimodal Customer Support •8 minutes
  • Generative AI in Customer Support Workflows •7 minutes
  • Generative AI to Perform Proactive Support •7 minutes
  • Generative AI to Create SOPs•7 minutes
  • Limitations and Practical Considerations of Generative AI•7 minutes
  • Ethical Considerations for Using Generative AI in Customer Support •7 minutes
  • Responsible Use of Generative AI in Customer Support •7 minutes
1 reading•Total 2 minutes
  • Summary: Advanced Concepts in Generative AI for Customer Support•2 minutes
4 assignments•Total 60 minutes
  • Practice Quiz: Chatbots and Sentiment Analysis Using Generative AI•10 minutes
  • Practice Quiz: Generative AI for Proactive Support•10 minutes
  • Practice Quiz: Ethical and Responsible Use of Generative AI•10 minutes
  • Graded Quiz: Advanced Concepts in Generative AI for Customer Support•30 minutes
3 plugins•Total 60 minutes
  • Lab: Using Chatbots for Product Inquiries•20 minutes
  • Lab: Performing Sentiment Analysis using Gen AI•20 minutes
  • Lab: Using Generative AI for Problem Management•20 minutes

This module explores how generative AI can enhance the work of customer support managers and executives by streamlining reporting, information extraction, and overall customer service operations. The module includes a final project based on the concepts covered in the course. In this module, you will attempt a graded quiz to test and reinforce your understanding of concepts. The module also includes a glossary to enhance comprehension of generative AI-related terms.

What's included

4 videos2 readings2 assignments5 plugins

4 videos•Total 24 minutes
  • Generative AI for Customer Support Managers and Executives •6 minutes
  • Data Analytics and Reports Using Generative AI•7 minutes
  • Adopting Generative AI in an Organization for Customer Support •7 minutes
  • Course Wrap-Up•3 minutes
2 readings•Total 4 minutes
  • Congratulations and Next Steps•2 minutes
  • Thanks from the Course Team•2 minutes
2 assignments•Total 40 minutes
  • Practice Quiz: Generative AI for Managers and Executives•10 minutes
  • Graded Quiz: Transform Your Generative AI for Customer Support Career•30 minutes
5 plugins•Total 100 minutes
  • Lab: Data Analytics for Customer Support Using Generative AI•20 minutes
  • Readings: End-to-End Solutions for Customer Support with Generative AI •15 minutes
  • Final Project: Modernizing Health Insurance Support Operations Using Generative AI•45 minutes
  • Reading: Glossary: Generative AI: Transform Your Customer Support Career•10 minutes
  • Cheat Sheet: Prompts for Common Use Cases in Customer Support•10 minutes

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Instructors

Instructor ratings
4.8 (13 ratings)
SkillUp
154 Courses•502,113 learners

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Frequently asked questions

Generative AI helps customer support teams save time and improve efficiency by automating common tasks like answering FAQs or drafting responses. It also personalizes customer interactions and delivers faster, more accurate solutions, leading to better customer satisfaction.

Generative AI is a game-changer for customer support because it handles repetitive tasks, speeds up response times, and frees up professionals to focus on more complex issues. It also helps improve consistency and make support more proactive by analyzing customer data.

Customer service professionals can use generative AI to automate email responses, summarize complaints for faster resolutions, create chatbots for 24/7 support, or even translate messages instantly. It’s a powerful tool to make their work faster and more effective.

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.

When you enroll in the course, you get access to all of the courses in the Specialization, and you earn a certificate when you complete the work. Your electronic Certificate will be added to your Accomplishments page - from there, you can print your Certificate or add it to your LinkedIn profile.

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.

Financial aid available,