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Generative AI: Transform Your Customer Support Career

This course is part of Generative AI for Customer Support Specialization

Instructors: SkillUp +1 more

2,214 already enrolled

Included with

3 modules

Gain insight into a topic and learn the fundamentals.

53 reviews

Intermediate level

Recommended experience

9 hours to complete

Flexible schedule

Learn at your own pace

3 modules

Gain insight into a topic and learn the fundamentals.

53 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

Skills you'll gain

Category: Responsible AI
Category: Customer Insights
Category: AI Integrations
Category: Customer Service
Category: LLM Application
Category: Customer Support
Category: Customer experience improvement
Category: Business Process Automation
Category: Data Ethics
Category: Standard Operating Procedure
Category: User Feedback
Category: AI literacy
Category: Customer Analysis
Category: Product Support
Category: Automation
Category: Procedure Development
Category: Generative AI Agents

Tools you'll learn

Category: Generative AI
Category: Prompt Engineering
Category: AI Workflows

Details to know

Shareable certificate

Add to your LinkedIn profile

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 videosTotal 56 minutes

Course Introduction5 minutes
Generative AI in the Customer Support lifecycle7 minutes
Generative AI Tools for Customer Support8 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 readingsTotal 7 minutes

Course Overview4 minutes
Summary: Generative AI and Customer Support 3 minutes

3 assignmentsTotal 50 minutes

Graded Quiz: Generative AI and Customer Support 30 minutes
Practice Quiz: Generative AI and Customer Support 10 minutes
Practice Quiz: Applying Generative AI to Customer Support 10 minutes

5 pluginsTotal 75 minutes

How to Make the Most of this Course5 minutes
Reading: Real-World Applications of Generative AI in Customer Support15 minutes
Lab: Exploring Common Prompts for Generative AI in Customer Support 20 minutes
Lab: Using Generative AI to Create FAQs20 minutes
Lab: Creating Document Templates Using Generative AI15 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 videosTotal 64 minutes

Build a Basic Chatbot 6 minutes
Sentiment Analysis Using Generative AI7 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 SOPs7 minutes
Limitations and Practical Considerations of Generative AI7 minutes
Ethical Considerations for Using Generative AI in Customer Support 7 minutes
Responsible Use of Generative AI in Customer Support 7 minutes

1 readingTotal 2 minutes

Summary: Advanced Concepts in Generative AI for Customer Support2 minutes

4 assignmentsTotal 60 minutes

Graded Quiz: Advanced Concepts in Generative AI for Customer Support30 minutes
Practice Quiz: Chatbots and Sentiment Analysis Using Generative AI10 minutes
Practice Quiz: Generative AI for Proactive Support10 minutes
Practice Quiz: Ethical and Responsible Use of Generative AI10 minutes

3 pluginsTotal 60 minutes

Lab: Using Chatbots for Product Inquiries20 minutes
Lab: Performing Sentiment Analysis using Gen AI20 minutes
Lab: Using Generative AI for Problem Management20 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 videosTotal 24 minutes

Generative AI for Customer Support Managers and Executives 6 minutes
Data Analytics and Reports Using Generative AI7 minutes
Adopting Generative AI in an Organization for Customer Support 7 minutes
Course Wrap-Up3 minutes

2 readingsTotal 4 minutes

Congratulations and Next Steps2 minutes
Thanks from the Course Team2 minutes

2 assignmentsTotal 40 minutes

Graded Quiz: Transform Your Generative AI for Customer Support Career30 minutes
Practice Quiz: Generative AI for Managers and Executives10 minutes

5 pluginsTotal 100 minutes

Lab: Data Analytics for Customer Support Using Generative AI20 minutes
Readings: End-to-End Solutions for Customer Support with Generative AI 15 minutes
Final Project: Modernizing Health Insurance Support Operations Using Generative AI45 minutes
Reading: Glossary: Generative AI: Transform Your Customer Support Career10 minutes
Cheat Sheet: Prompts for Common Use Cases in Customer Support10 minutes

Earn a career certificate

Add this credential to your LinkedIn profile, resume, or CV. Share it on social media and in your performance review.

Instructors

Instructor ratings

(13 ratings)

SkillUp

159 Courses512,947 learners

Offered by

SkillUp

Why people choose Coursera for their career

Felipe M.

Learner since 2018

"To be able to take courses at my own pace and rhythm has been an amazing experience. I can learn whenever it fits my schedule and mood."

Jennifer J.

Learner since 2020

"I directly applied the concepts and skills I learned from my courses to an exciting new project at work."

Larry W.

Learner since 2021

"When I need courses on topics that my university doesn't offer, Coursera is one of the best places to go."

Chaitanya A.

"Learning isn't just about being better at your job: it's so much more than that. Coursera allows me to learn without limits."

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.

Generative AI: Transform Your Customer Support Career

Generative AI: Transform Your Customer Support Career

What you'll learn

Skills you'll gain

Tools you'll learn

Details to know

Build your subject-matter expertise

There are 3 modules in this course

Generative AI and Customer Support

What's included

8 videosTotal 56 minutes

2 readingsTotal 7 minutes

3 assignmentsTotal 50 minutes

5 pluginsTotal 75 minutes

Advanced Concepts in Generative AI for Customer Support

What's included

9 videosTotal 64 minutes

1 readingTotal 2 minutes

4 assignmentsTotal 60 minutes

3 pluginsTotal 60 minutes

Generative AI for Managers, Final Project, and Assessment

What's included

4 videosTotal 24 minutes

2 readingsTotal 4 minutes

2 assignmentsTotal 40 minutes

5 pluginsTotal 100 minutes

Earn a career certificate

Instructors

Offered by

Why people choose Coursera for their career

Felipe M.

Jennifer J.

Larry W.

Chaitanya A.

Frequently asked questions

Coursera

Community

More

Mobile App

Generative AI: Transform Your Customer Support Career

Generative AI: Transform Your Customer Support Career

What you'll learn

Skills you'll gain

Tools you'll learn

Details to know

Build your subject-matter expertise

There are 3 modules in this course

Generative AI and Customer Support

What's included

Advanced Concepts in Generative AI for Customer Support

What's included

Generative AI for Managers, Final Project, and Assessment

What's included

Earn a career certificate

Instructors

Offered by

Why people choose Coursera for their career

Felipe M.

Jennifer J.

Larry W.

Chaitanya A.

Frequently asked questions

What are the benefits of using generative AI in customer support?

Why should customer support teams use generative AI?

How can customer service professionals use generative AI in their jobs?