Is this course relevant for non-customer service roles?

Absolutely. Business analysts, technology leaders, and CX strategists can apply these insights across multiple functions.

How does the course address personalization in customer experience?

The course covers AI-driven customer data analysis to tailor interactions, predict needs, and improve satisfaction.

Does the course cover ethical and responsible use of AI?

Yes. You’ll learn how to design AI-powered CX solutions that are transparent, fair, and build customer trust.

Will this course help improve operational efficiency?

Yes. It shows how AI can automate repetitive tasks, reduce response times, and improve service consistency.

Is this course suitable for students or early-career professionals?

Yes. The content builds strong foundational knowledge and practical skills for AI-driven customer service roles.

How practical is the learning experience?

The course includes applied examples, scenarios, and exercises focused on real customer experience challenges.

Can the skills from this course be applied across industries?

Yes. AI-driven customer experience is relevant across e-commerce, banking, SaaS, telecom, healthcare, and more.

Will I learn how to design an AI customer service strategy?

Yes. You’ll gain a structured approach to planning and implementing AI solutions aligned with business goals.

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.

Customer Service with AI

Sparen Sie mit 40% Rabatt auf 3 Monate Coursera Plus bei den Fähigkeiten, die Sie zum Strahlen bringen. Jetzt sparen

kurs ist nicht verfügbar in Deutsch (Deutschland)

Wir übersetzen es in weitere Sprachen.

Customer Service with AI

Dozent: AI CERTs Team

Bei enthalten

Mehr erfahren

8 Module

Verschaffen Sie sich einen Einblick in ein Thema und lernen Sie die Grundlagen.

Stufe Anfänger

Empfohlene Erfahrung

4 Wochen zu vervollständigen

unter 10 Stunden pro Woche

Flexibler Zeitplan

In Ihrem eigenen Lerntempo lernen

8 Module

Verschaffen Sie sich einen Einblick in ein Thema und lernen Sie die Grundlagen.

Stufe Anfänger

Empfohlene Erfahrung

4 Wochen zu vervollständigen

unter 10 Stunden pro Woche

Flexibler Zeitplan

In Ihrem eigenen Lerntempo lernen

Was Sie lernen werden

AI-Powered Support Systems: Apply chatbots, virtual agents, and automation to deliver faster, more consistent customer support at scale.
Customer Data & Insights: Use AI analytics to understand customer behavior, sentiment, and intent for personalized experiences.
Service Optimization with AI: Improve response times, resolution quality, and workflows using AI-driven decision-making tools.
Ethical & Trusted AI in CX: Design responsible AI customer experiences that prioritize transparency, trust, and fairness.

Kompetenzen, die Sie erwerben

Kategorie: Artificial Intelligence and Machine Learning (AI/ML)
Kategorie: Customer Support
Kategorie: Responsible AI
Kategorie: AI Product Strategy
Kategorie: Customer and Client Support
Kategorie: Customer Relationship Building
Kategorie: Generative AI Agents
Kategorie: Customer Engagement
Kategorie: AI Enablement
Kategorie: Customer experience strategy (CX)
Kategorie: Customer Service
Kategorie: Personalized Service
Kategorie: Customer Insights
Kategorie: Customer Retention
Kategorie: AI Personalization
Kategorie: Customer Data Management
Kategorie: Customer Success Management
Kategorie: Customer Analysis
Kategorie: Ethical Standards And Conduct

Werkzeuge, die Sie lernen werden

Kategorie: Generative AI

Wichtige Details

Zertifikat zur Vorlage

Zu Ihrem LinkedIn-Profil hinzufügen

Kürzlich aktualisiert!

Januar 2026

Bewertungen

8 Aufgaben

Unterrichtet in Englisch

Erfahren Sie, wie Mitarbeiter führender Unternehmen gefragte Kompetenzen erwerben.

Weitere Informationen zu Coursera für Unternehmen

Logos von Petrobras, TATA, Danone, Capgemini, P&G und L'Oreal

In diesem Kurs gibt es 8 Module

AI for Customer Experience equips professionals with the skills to design, deliver, and scale exceptional customer service using artificial intelligence. This course focuses on how AI is transforming customer interactions across support, engagement, and service operations - helping organizations respond faster, personalize experiences, and build long-term trust.

Learners will explore how AI-powered tools such as chatbots, virtual agents, sentiment analysis, and automated ticketing systems enhance customer satisfaction while improving operational efficiency. Through practical examples and real-world scenarios, the course demonstrates how AI can be applied to personalize customer journeys, predict customer needs, and resolve issues proactively. You’ll also gain a clear understanding of customer data collection and analysis, enabling smarter decision-making and continuous service improvement. Ethical AI use is a core focus, covering transparency, bias mitigation, and trust-building in customer-facing AI systems. Designed for customer service professionals, CX leaders, business analysts, and aspiring professionals, this course helps you stay ahead in a rapidly evolving customer experience landscape - preparing you to lead AI-driven service transformation across industries such as e-commerce, SaaS, banking, and telecom.

This module introduces the overall certification structure and explains how the learning experience is organized throughout the course. To support different learning preferences, the content is offered in multiple formats, including Videos, eBooks, Audiobooks, and Podcasts. Each format covers the same key concepts, giving you the flexibility to learn in the way that works best for you. You can choose any format based on your preferred learning style and move through the course at your own pace.

Das ist alles enthalten

14 Videos2 Lektüren1 Aufgabe4 Plug-ins

14 VideosInsgesamt 187 Minuten

Navigation Video2 Minuten
Audiobook: Course Introduction6 Minuten
Course Introduction4 Minuten
Audiobook: Module 1: Introduction to AI in Customer Service83 Minuten
Podcast: Module 1: Introduction to AI in Customer Service48 Minuten
1.1 Early Concepts and Theoretical Foundations of AI6 Minuten
1.2 Key Milestones and Technological Breakthroughs4 Minuten
1.3 Evolution from Academic Research to Commercial Applications5 Minuten
1.4 Artificial Intelligence, Machine Learning, and Deep Learning5 Minuten
1.5 Common Misconceptions and Demystifying AI4 Minuten
1.6 Automating Routine Tasks and Reducing Response Times4 Minuten
1.7 Role of AI in Data Analysis5 Minuten
1.8 Application of AI in Customer Service6 Minuten
1.9 Success Stories3 Minuten

2 LektürenInsgesamt 20 Minuten

Hands on: 110 Minuten
Hands on: 210 Minuten

1 AufgabeInsgesamt 30 Minuten

Quiz 130 Minuten

4 Plug-insInsgesamt 60 Minuten

EBook: Module 1: Introduction to AI in Customer Service15 Minuten
Interactive Quiz/Activity: True or false15 Minuten
Interactive Quiz/Activity: Scenario15 Minuten
Graded Assessment- 5 Questions15 Minuten

Das ist alles enthalten

9 Videos2 Lektüren1 Aufgabe5 Plug-ins

9 VideosInsgesamt 179 Minuten

Audiobook: Module 2: Understanding AI Technologies94 Minuten
Podcast: Module 2: Understanding AI Technologies36 Minuten
2.1 The Concept and Types of Machine Learning9 Minuten
2.2 Use Cases in Customer Service5 Minuten
2.3 Understanding NLP5 Minuten
2.4 Applications in Customer Service5 Minuten
2.5 Deep Learning and Neural Network Explained5 Minuten
2.6 Impact on Customer Service6 Minuten
2.7 AI-Driven Analytics14 Minuten

2 LektürenInsgesamt 20 Minuten

Hands on: 110 Minuten
Hands on: 210 Minuten

1 AufgabeInsgesamt 30 Minuten

Quiz 230 Minuten

5 Plug-insInsgesamt 75 Minuten

EBook: Module 2: Understanding AI Technologies15 Minuten
Interactive Quiz/Activity: Drop down15 Minuten
Interactive Quiz/Activity: Drag and drop15 Minuten
Interactive Quiz/Activity: Accordian15 Minuten
Graded Assessment- 5 Questions15 Minuten

Das ist alles enthalten

11 Videos1 Lektüre1 Aufgabe6 Plug-ins

11 VideosInsgesamt 242 Minuten

Audiobook: Module 3: Data Collection and Analysis89 Minuten
Podcast: Module 3: Data Collection and Analysis101 Minuten
3.1 Types of Customer Data7 Minuten
3.2 Data Collection Methods6 Minuten
3.3 Data Challenges and Solutions4 Minuten
3.4 The Importance and Techniques of High-Quality Data3 Minuten
3.5 Data Accuracy and Its Impact on AI Performance6 Minuten
3.6 Overview of Analytical Tools5 Minuten
3.7 Enhancing Customer Experience: Tools and Predictive Analytics in Action7 Minuten
3.8 Segmentation Unleashed: Insights that Drive Action8 Minuten
3.9 Continuous Improvement and Case Studies7 Minuten

1 LektüreInsgesamt 10 Minuten

Hands on10 Minuten

1 AufgabeInsgesamt 30 Minuten

Quiz 330 Minuten

6 Plug-insInsgesamt 90 Minuten

EBook: Module 3: Data Collection and Analysis15 Minuten
Interactive Quiz/Activity: Drag and drop15 Minuten
Interactive Quiz/Activity: Flip card15 Minuten
Interactive Quiz/Activity: Tab activity15 Minuten
Interactive Quiz/Activity: Case study15 Minuten
Graded Assessment- 5 Questions15 Minuten

Das ist alles enthalten

8 Videos1 Lektüre1 Aufgabe5 Plug-ins

8 VideosInsgesamt 206 Minuten

Audiobook: Module 4: Implementing AI Solutions75 Minuten
Podcast: Module 4: Implementing AI Solutions90 Minuten
4.1 AI Solutions for Customer Service7 Minuten
4.2 System Compatibility and Integration Challenges7 Minuten
4.3 Strategies for Effective Integration5 Minuten
4.4 Training and Change Management6 Minuten
4.5 Key Performance Indicators (KPIs)5 Minuten
4.6 Analyzing and Acting on Insights11 Minuten

1 LektüreInsgesamt 10 Minuten

Hands on10 Minuten

1 AufgabeInsgesamt 30 Minuten

Quiz 430 Minuten

5 Plug-insInsgesamt 75 Minuten

EBook: Module 4: Implementing AI Solutions15 Minuten
Interactive Quiz/Activity: Multiple entry15 Minuten
Interactive Quiz/Activity: True or false15 Minuten
Interactive Quiz/Activity: Case study15 Minuten
Graded Assessment- 5 Questions15 Minuten

Das ist alles enthalten

9 Videos1 Lektüre1 Aufgabe4 Plug-ins

9 VideosInsgesamt 181 Minuten

Audiobook: Module 5: Optimizing Customer Experiences83 Minuten
Podcast: Module 5: Optimizing Customer Experiences66 Minuten
5.1 Power of Personalization6 Minuten
5.2 Benefits of Personalizing7 Minuten
5.3 Techniques and Technologies4 Minuten
5.4 Examples of AI-Powered Personalization2 Minuten
5.5 Customer Support: Automation and Enhanced Response Times5 Minuten
5.6 Optimizing Resource Allocation3 Minuten
5.7 Case Studies4 Minuten

1 LektüreInsgesamt 10 Minuten

Hands on10 Minuten

1 AufgabeInsgesamt 30 Minuten

Quiz 530 Minuten

4 Plug-insInsgesamt 60 Minuten

EBook: Module 5: Optimizing Customer Experiences15 Minuten
Interactive Quiz/Activity: Multiple entry15 Minuten
Interactive Quiz/Activity: Case study15 Minuten
Graded Assessment- 5 Questions15 Minuten

Das ist alles enthalten

8 Videos1 Lektüre1 Aufgabe5 Plug-ins

8 VideosInsgesamt 138 Minuten

Audiobook: Module 6: Ethical Considerations and Trust64 Minuten
Podcast: Module 6: Ethical Considerations and Trust45 Minuten
6.1 Foundational Ethics6 Minuten
6.2 Avoiding Bias7 Minuten
6.3 Transparency with Customers4 Minuten
6.4 Consent and Control4 Minuten
6.5 Understanding Key Regulations3 Minuten
6.6 Implementing Compliant Systems4 Minuten

1 LektüreInsgesamt 10 Minuten

Hands on10 Minuten

1 AufgabeInsgesamt 30 Minuten

Quiz 630 Minuten

5 Plug-insInsgesamt 75 Minuten

EBook: Module 6: Ethical Considerations and Trust15 Minuten
Interactive Quiz/Activity: Scenario15 Minuten
Interactive Quiz/Activity: Accordian15 Minuten
Interactive Quiz/Activity: Text Entry15 Minuten
Graded Assessment- 5 Questions15 Minuten

Das ist alles enthalten

9 Videos1 Aufgabe5 Plug-ins

9 VideosInsgesamt 197 Minuten

Audiobook: Module 7: Future of AI in Customer Service82 Minuten
Podcast: Module 7: Future of AI in Customer Service83 Minuten
7.1 Overview of Emerging AI Capabilities5 Minuten
7.2 Potential Impact on Customer Service4 Minuten
7.3 Exploration of Future Applications4 Minuten
7.4 Realizing the Potential4 Minuten
7.5 Preparing for AI Evolution in Customer Service5 Minuten
7.6 Navigating Ethical and Societal Impacts4 Minuten
7.7 Engaging with Stakeholders5 Minuten

1 AufgabeInsgesamt 30 Minuten

Quiz 730 Minuten

5 Plug-insInsgesamt 75 Minuten

EBook: Module 7: Future of AI in Customer Service15 Minuten
Interactive Quiz/Activity: True or false15 Minuten
Interactive Quiz/Activity: Carousel15 Minuten
Interactive Quiz/Activity: Text Entry15 Minuten
Graded Assessment- 5 Questions15 Minuten

Das ist alles enthalten

10 Videos1 Lektüre1 Aufgabe5 Plug-ins

10 VideosInsgesamt 180 Minuten

Audiobook: Module 8: AI Agents for Customer Service74 Minuten
Podcast: Module 8: Creating an AI Strategy for Your Organization63 Minuten
8.1 Assessment of Current State8 Minuten
8.2 Defining Objectives and Goals5 Minuten
8.3 Planning and Prioritization6 Minuten
8.4 Leadership in Driving AI Initiatives5 Minuten
8.5 Creating a Culture That Embraces AI Innovation6 Minuten
8.6 Addressing Implementation Challenges3 Minuten
8.7 Metrics and KPIs for AI Success5 Minuten
Course Summary5 Minuten

1 LektüreInsgesamt 10 Minuten

Hands on10 Minuten

1 AufgabeInsgesamt 30 Minuten

Quiz 830 Minuten

5 Plug-insInsgesamt 75 Minuten

EBook: Module 8: Creating an AI Strategy for Your Organization15 Minuten
Interactive Quiz/Activity: Text Entry15 Minuten
Interactive Quiz/Activity: Drag and drop15 Minuten
Interactive Quiz/Activity: Multiple select15 Minuten
Graded Assessment- 5 Questions15 Minuten

Dozent

AI CERTs Team

AI CERTs

58 Kurse38.041 Lernende

von

AI CERTs

Mehr von Leadership and Management entdecken

Status: Kostenloser Testzeitraum
Coursera
AI for Customer Experience with Chatbots and Analytics
Kurs
Status: Kostenloser Testzeitraum
Edureka
Generative AI for Customer Service Automation
Kurs
Status: Vorschau
Simplilearn
Generative AI in Customer Service Operations Training
Kurs
Status: Kostenloser Testzeitraum
University of Virginia Darden School Foundation
Customer Service in the Age of Generative AI
Kurs

Warum entscheiden sich Menschen für Coursera für ihre Karriere?

Felipe M.

Lernender seit 2018

„Es ist eine großartige Erfahrung, in meinem eigenen Tempo zu lernen. Ich kann lernen, wenn ich Zeit und Nerven dazu habe.“

Jennifer J.

Lernender seit 2020

„Bei einem spannenden neuen Projekt konnte ich die neuen Kenntnisse und Kompetenzen aus den Kursen direkt bei der Arbeit anwenden.“

Larry W.

Lernender seit 2021

„Wenn mir Kurse zu Themen fehlen, die meine Universität nicht anbietet, ist Coursera mit die beste Alternative.“

Chaitanya A.

„Man lernt nicht nur, um bei der Arbeit besser zu werden. Es geht noch um viel mehr. Bei Coursera kann ich ohne Grenzen lernen.“

Häufig gestellte Fragen

No. The course is designed for beginners and professionals, focusing on practical AI applications rather than coding.

You’ll learn through real-world use cases such as chatbots, virtual agents, sentiment analysis, and automated ticket handling.

Yes. You’ll explore industry-relevant tools like Zendesk, Freddy AI, Octane AI, and Rul.ai.

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.

Weitere Fragen

Besuchen Sie die das Hilfe-Center für Kursteilnehmer.

Finanzielle Unterstützung verfügbar,

Customer Service with AI

kurs ist nicht verfügbar in Deutsch (Deutschland)

Customer Service with AI

Was Sie lernen werden

Kompetenzen, die Sie erwerben

Werkzeuge, die Sie lernen werden

Wichtige Details

Erfahren Sie, wie Mitarbeiter führender Unternehmen gefragte Kompetenzen erwerben.

In diesem Kurs gibt es 8 Module

Module 01: Introduction to AI in Customer Service

Das ist alles enthalten

Module 02: Understanding AI Technologies

Das ist alles enthalten

Module 03: Data Collection and Analysis

Das ist alles enthalten

Module 04: Implementing AI Solutions

Das ist alles enthalten

Module 05: Optimizing Customer Experiences

Das ist alles enthalten

Module 06: Ethical Considerations and Trust

Das ist alles enthalten

Module 07: Future of AI in Customer Service

Das ist alles enthalten

Module 08: Creating an AI Strategy for Your Organization

Das ist alles enthalten

Dozent

von

Mehr von Leadership and Management entdecken

AI for Customer Experience with Chatbots and Analytics

Generative AI for Customer Service Automation

Generative AI in Customer Service Operations Training

Customer Service in the Age of Generative AI

Warum entscheiden sich Menschen für Coursera für ihre Karriere?

Felipe M.

Jennifer J.

Larry W.

Chaitanya A.

Save on skills that make you shine with 40% off 3 months of Coursera Plus

Bringen Sie Ihr Unternehmen voran und befähigen Sie Ihre Teams

Häufig gestellte Fragen

Do I need prior AI or technical experience to take this course?

How is AI applied to real customer service scenarios in this course?

Will I learn to use real AI tools used in customer experience teams?

Weitere Fragen