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Practical AI and prompting for customer care professionals

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Practical AI and prompting for customer care professionals

This course is part of AI for Customer care Specialization

Instructor: AI Business School

Included with

Learn more

4 modules

Gain insight into a topic and learn the fundamentals.

Intermediate level

Recommended experience

1 week to complete

at 10 hours a week

Flexible schedule

Learn at your own pace

4 modules

Gain insight into a topic and learn the fundamentals.

Intermediate level

Recommended experience

1 week to complete

at 10 hours a week

Flexible schedule

Learn at your own pace

Skills you'll gain

Tools you'll learn

Details to know

Shareable certificate

Add to your LinkedIn profile

Assessments

5 assignments¹

AI Graded see disclaimer

Taught in English

91% of learners achieved a positive career outcome

See how employees at top companies are mastering in-demand skills

Learn more about Coursera for Business

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Build your subject-matter expertise

This course is part of the AI for Customer care 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 4 modules in this course

Welcome to the “Practical AI and prompting for customer care professionals” — a unique, hands-on course designed to help you get practically trained on various job-specific AI use cases and technologies across various modalities. You will discover AI-powered tools to enhance your daily tasks, gaining immediate hands-on experience.

You will: - Intensively practice and apply AI-driven customer care and after sales-specific use cases—making AI a daily companion in your workflows and daily job routines. - Start to use AI technologies into your daily sales activities with hands-on exercises in interactive playgrounds and sandbox environments, increasing your confidence to experiment, iterate, and optimize AI-driven tools and technologies right in the course. - Master prompting techniques & discover prompting libraries for different Generative AI models for example, to craft high-impact support scripts, customer engagement strategies, and service enhancement initiatives—unlocking new ways to proactively address customer concerns and increase overall satisfaction. - Get inspired by participating in a project to conceptualize a personalized AI use case for your job role. Welcome to the unique “Practical AI and prompting for customer care professionals” course. Just start your AI journey and discover all the fascinating opportunities opened up for you by Artificial Intelligence.

Module details

In this module you will get familiar with as well as try out and practice various customer care job-specific AI use cases that are truly relevant to your everyday professional life. You will interact with preconfigured, easy-to-use apps across eight core areas gaining hands-on experience with how AI responds to different inputs. By the end of the module, you will have tangible insights into AI capabilities, access to comprehensive resources detailing the use case areas and 50 customer care-specific examples.

What's included

2 videos15 readings2 assignments10 plugins

2 videosTotal 7 minutes

Course overview and orientation2 minutes
Typical AI use case areas for your daily job routines4 minutes

15 readingsTotal 140 minutes

Course Syllabus10 minutes
Module overview10 minutes
Guidance for practical use case exercises10 minutes
Guide for Use case 1: Search5 minutes
Guide for Use case 2: Document analysis5 minutes
Guide for Use case 3: Content creation (text)5 minutes
Guide for Use case 4: Content creation (image)5 minutes
Guide for Use case 5: Content creation (video) 5 minutes
Guide for Use case 6: Content translation5 minutes
Guide for Use case 7: Content individualization5 minutes
Guide for Use case 8: Ideation5 minutes
Guide for Use case 9: Data analysis5 minutes
Guide for Use case 10: Workflow automation5 minutes
Eight typical AI use case areas30 minutes
AI Use Case Example for customer care30 minutes

2 assignmentsTotal 45 minutes

Assessment for Job specific training15 minutes
AI value assessment30 minutes

10 pluginsTotal 150 minutes

Use case 1: Search15 minutes
Use case 2: Document analysis15 minutes
Use case 3: Content creation (text)15 minutes
Use case 4: Content creation (image)15 minutes
Use case 5: Content creation (video)15 minutes
Use case 6: Content translation15 minutes
Use case 7: Content individualization15 minutes
Use case 8: Ideation15 minutes
Use case 9: Data analysis15 minutes
Use case 10: Workflow automation15 minutes

This hands-on module trains you how to master prompting skills—the new essential way of interacting with AI tools. You’ll practice effective prompting techniques through practical exercises, learning how to craft clear, targeted instructions and avoid common mistakes. By the end, you’ll be able to guide GenAI tools to deliver accurate, personalized, and valuable results for your daily work.

What's included

6 videos5 readings1 assignment4 plugins

6 videosTotal 21 minutes

Prompting success factor 1: Be specific and give examples3 minutes
Prompting essentials 2: Define format and use role play3 minutes
Prompting essentials 3: Experiment and iterate with prompts5 minutes
Prompting essentials 4: Avoid typical prompting mistakes2 minutes
Optimizing settings: A comprehensive guide 14 minutes
Optimizing settings: A comprehensive guide 24 minutes

5 readingsTotal 55 minutes

Exercise 1: Specificity drill5 minutes
Exercise 2: Role play and response structuring5 minutes
Exercise 3: Prompt refinement process10 minutes
Exercise 4: Optimizing settings5 minutes
Cheat sheet30 minutes

1 assignmentTotal 30 minutes

Assessment for Effective Prompting30 minutes

4 pluginsTotal 60 minutes

Exercise 1: Specificity drill15 minutes
Exercise 2: Role play and response structuring15 minutes
Exercise 3: Prompt refinement process15 minutes
Exercise 4: Optimizing settings15 minutes

In this module, you’ll brainstorm, refine, and share a practical AI use case for your organization. You will start by generating targeted Use Case ideas for your industry, function, and primary objective, then refine your idea with details on benefits, impact, risks, and milestones. Finally, you will transform a high-level idea into a structured AI use case concept tailored to a real-world customer care challenge. The result is a well-defined blueprint for a customer care-specific AI use case!