Customer Service with AI

Customer Service with AI

Instructor: AI CERTs Team

Access provided by Google

9 modules

Gain insight into a topic and learn the fundamentals.

Beginner level

Recommended experience

1 week to complete

at 10 hours a week

Flexible schedule

Learn at your own pace

9 modules

Gain insight into a topic and learn the fundamentals.

Beginner level

Recommended experience

1 week to complete

at 10 hours a week

Flexible schedule

Learn at your own pace

What you'll learn

Design and Launch AI Chatbots: Build intent-aware chatbots, connect them to knowledge bases, and set up smooth escalation for human teams.
Streamline Support Operations: Route tickets faster, summarize conversations, draft responses, and reduce manual work for service teams.
Analyze Sentiment and Service Quality: Use AI to gauge sentiment, flag churn risk, monitor quality, and support better coaching and performance.
Improve Customer Service Performance: Lower response times, improve FCR, reduce AHT, and boost CSAT with AI-driven insights and agent assist.

Skills you'll gain

Tools you'll learn

Agentic Workflows

Details to know

Shareable certificate

Add to your LinkedIn profile

Assessments

8 assignments

Taught in English

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There are 9 modules in this course

AI is transforming customer service by enabling faster responses, personalized support, and efficient request management.

The Customer Service with AI Certification is a hands-on, beginner-friendly program for CX/CS leaders, support teams, and professionals seeking to improve service with AI—no coding required. This course covers support workflows, including chatbot design, intent detection, knowledge bases, ticket routing, sentiment analysis, quality monitoring, personalization, and omnichannel delivery. Learn to reduce response times, improve first-contact resolution, enhance ticket handling, and scale support while maintaining customer satisfaction. Each module pairs clear instruction with practical labs. You’ll build and test AI chatbots, automate tasks, create conversation summaries, and track results using key KPIs. By course end, you’ll apply AI across your support stack to boost efficiency, CSAT, team effectiveness, and deliver consistent, human-centered experiences at scale. Take the next step—enroll now in the Customer Service with AI Certification Online and start transforming your support operations today with intelligent service tools, automation, and analytics.

Introduces the fundamentals of Artificial Intelligence and its role in transforming customer service operations. This module explores AI concepts, key applications in customer support, benefits of AI-driven service models, and how organizations can use AI to improve efficiency, responsiveness, and customer satisfaction.

What's included

10 videos1 assignment1 plugin

10 videosTotal 47 minutes

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

1 assignmentTotal 30 minutes

Quiz 130 minutes

1 pluginTotal 5 minutes

Activity: True or False5 minutes

Provides an overview of essential AI technologies powering modern customer service solutions. Learners will explore machine learning, natural language processing (NLP), chatbots, virtual assistants, automation, and other AI capabilities that enable smarter customer interactions and streamlined service delivery.

What's included

7 videos1 assignment1 plugin

7 videosTotal 49 minutes

2.1 The Concept and Types of Machine Learning9 minutes
2.2 Use Cases in Customer Service5 minutes
2.3 Understanding NLP5 minutes
2.4 Applications in Customer Service5 minutes
2.5 Deep Learning and Neural Network Explained5 minutes
2.6 Impact on Customer Service6 minutes
2.7 AI-Driven Analytics14 minutes

1 assignmentTotal 30 minutes

Quiz 230 minutes

1 pluginTotal 5 minutes

Activity: Accordion5 minutes

Explores the importance of data in developing effective AI-powered customer service solutions. This module covers data collection methods, customer behavior analysis, data quality, analytics techniques, and how organizations can use insights from customer data to make informed service decisions.

What's included

9 videos1 assignment1 plugin

9 videosTotal 52 minutes

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

1 assignmentTotal 30 minutes

Quiz 330 minutes

1 pluginTotal 5 minutes

Activity: Drag and Drop5 minutes

Focuses on the practical process of adopting and deploying AI solutions within customer service environments. Learners will understand AI implementation strategies, technology selection, integration with existing systems, workflow optimization, employee adoption, and measuring implementation success.

What's included

6 videos1 assignment1 plugin

6 videosTotal 42 minutes

4.1 AI Solutions for Customer Service7 minutes
4.2 System Compatibility and Integration Challenges7 minutes
4.3 Strategies for Effective Integration5 minutes
4.4 Training and Change Management6 minutes
4.5 Key Performance Indicators (KPIs)5 minutes
4.6 Analyzing and Acting on Insights11 minutes

1 assignmentTotal 30 minutes

Quiz 430 minutes

1 pluginTotal 5 minutes

Activity: Carousel5 minutes

Examines how AI can enhance customer journeys through personalization, faster response times, predictive insights, automated support, and improved engagement. This module highlights strategies for using AI to create seamless, efficient, and customer-centric experiences.

What's included

7 videos1 assignment1 plugin

7 videosTotal 31 minutes

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

1 assignmentTotal 30 minutes

Quiz 530 minutes

1 pluginTotal 5 minutes

Activity: Flip Card5 minutes

Addresses the ethical challenges and responsibilities associated with using AI in customer service. This module covers data privacy, transparency, fairness, security, responsible AI practices, and building customer trust while implementing AI-driven solutions.

What's included

6 videos1 assignment1 plugin

Explores emerging trends and future developments in AI-powered customer service. Learners will gain insights into advancements in generative AI, intelligent automation, conversational AI, and how evolving technologies may reshape customer engagement strategies.

What's included

7 videos1 assignment1 plugin

7 videosTotal 31 minutes

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

1 assignmentTotal 30 minutes

Quiz 730 minutes

1 pluginTotal 5 minutes

Activity: Tab5 minutes

Guides learners in developing a practical AI strategy aligned with organizational goals. This module covers identifying business opportunities, defining AI objectives, planning implementation roadmaps, managing resources, evaluating outcomes, and creating a sustainable approach to AI adoption.