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URL: https://www.coursera.org/learn/generative-ai-in-customer-service-operations-training

⇱ Generative AI in Customer Service Operations Training | Coursera

Generative AI in Customer Service Operations Training

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Generative AI in Customer Service Operations Training

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Gain insight into a topic and learn the fundamentals.
Beginner level

Recommended experience

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

Recommended experience

5 hours to complete
Flexible schedule
Learn at your own pace

What you'll learn

  • 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.

Details to know

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Assessments

9 assignments

Taught in English

There are 3 modules in this course

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.

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.

What's included

4 videos1 reading3 assignments

4 videos•Total 14 minutes
  • Learning Objectives•1 minute
  • Generative AI in Customer Service•3 minutes
  • AI-Powered Customer Support: Automation and Integration•8 minutes
  • Demo: Building Conversational Chatbot Using SendBird•2 minutes
1 reading•Total 10 minutes
  • Course Syllabus•10 minutes
3 assignments•Total 70 minutes
  • Assessment for Introduction to AI in Customer Service•40 minutes
  • Quiz on The Digital Transformation of Customer Service•15 minutes
  • Quiz on AI-Powered Chatbots and Virtual Assistance: Benefits•15 minutes

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.

What's included

4 videos3 assignments

4 videos•Total 17 minutes
  • AI-Driven Personlaization in Customer Service•5 minutes
  • AI-Driven Customer Insights and Feedback Analysis•6 minutes
  • AI-Powered Feedback: Collection, Insights, and Reports•2 minutes
  • Demo: Transcibing Audio Calls to Text Using Otter.ai•4 minutes
3 assignments•Total 70 minutes
  • Assessment for Personalization and Feedback Intelligence•40 minutes
  • Quiz on Personalization and Feedback Analysis•15 minutes
  • Quiz on Feedback Collection and Processing•15 minutes

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.

What's included

6 videos3 assignments

6 videos•Total 24 minutes
  • Optimizing the knowledge Base•5 minutes
  • Call Center Optimization and AI Tools•7 minutes
  • Overview of Customer Engagement•4 minutes
  • Data Privacy and Security•3 minutes
  • AI-Powered Customer Service Enhancement•4 minutes
  • Key Takeaways•1 minute
3 assignments•Total 70 minutes
  • Assessment for Optimizing Operations and Ensuring Responsible AI Use•40 minutes
  • Quiz on Enhancing Knowledge and Support Operations•15 minutes
  • Quiz on Customer Engagement, Privacy, and AI Impact•15 minutes

Instructor

Simplilearn
87 Courses•77,899 learners

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Frequently asked questions

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

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

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

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

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 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.

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,