AI is transforming customer service by enabling personalized, efficient, and responsive customer interactions. In this course, you will explore the transformative impact of AI on customer service operations, enhancing both customer satisfaction and agent productivity, the diverse applications of generative AI (GenAI), including automated responses, sentiment analysis enhancement, and multilingual support, and how these technologies ensure consistent and high-quality customer experiences across various communication channels. It also addresses the ethical implications and potential risks of using AI, providing strategies for data privacy, bias mitigation, and maintaining transparency. Additionally, you will examine emerging trends such as emotion recognition and the integration of AI with virtual and augmented reality to stay ahead in the evolving landscape of customer service.
Suitable for individuals at all levels of professional experience, from entry-level to senior leadership.
| Module Title | Module Brief |
| Generative AI Fundamentals for Customer Service | Introduces GenAI concepts, language models, and core applications like automation, personalization, and multilingual support. |
| Enhancing Service with GenAI Tools | Explores GenAI's role in sentiment analysis, emotion detection, and real-time customer engagement across channels. |
| Ethics & Risk Management in AI | Covers bias mitigation, data privacy, transparency, and ethical safeguards in customer-facing AI systems. |
| Governance & Strategic Oversight | Equips leaders with frameworks for responsible AI implementation, compliance monitoring, and AI lifecycle management. |
| Handling Irate Customers with Empathetic AI | Leader Lab simulation focused on active listening, emotional intelligence, and prompt use for conflict resolution. |
| Prompt Engineering Literacy (Beginner Level) | Provides foundational skills in creating effective prompts and tuning GenAI responses using tools like OpenAI Playground. |