Generative AI for Customer Service Professionals
1h 50mIntermediate2025-09-11
Authors
Pearson
Course details
Discover the world of generative AI and learn how to transform your customer service capabilities. Learn how to craft effective AI prompts to streamline everyday customer service tasks, and explore techniques for summarizing customer conversations and extracting valuable insights. Solve unique customer challenges with creativity and personalize interactions with AI tools for enhanced service delivery. Ensure responsible and effective use of AI by recognizing its limitations, handling sensitive conversations cautiously, and maintaining customer trust. Benefit from advanced techniques in prompt iteration, onboarding enhancements, and feedback loops for improved AI outputs. An ideal fit for professionals in customer service, team leaders, and anyone eager to harness AI for operational excellence, by the end of this course, you’ll be equipped with the skills you need to optimize customer service workflows using AI technology.
Skills covered
Customer Service SkillsCustomer ServiceAI Productivity ToolsArtificial Intelligence FoundationsArtificial Intelligence for BusinessArtificial Intelligence (AI)Business Software and ToolsOne-Off
Concepts
0. Introduction
- 01 - Getting started
1. Master the Basics of Generative AI
- 02 - Learning objectives
- 03 - What is generative AI
- 04 - Identify key AI tools for customer roles
- 05 - Explore real-world benefits for customer-facing teams
- 06 - Address common myths and misconceptions
2. Build Effective Prompts for Everyday Tasks
- 07 - Learning objectives
- 08 - Learn the anatomy of a great prompt
- 09 - Craft prompts for common customer service use cases
- 10 - Iterate and refine your prompts
- 11 - Use prompt templates for efficiency
3. Use Generative AI for Summarization and Insights
- 12 - Learning objectives
- 13 - Summarize customer conversations quickly
- 14 - Extract insights from feedback or survey data
- 15 - Generate actionable summaries for teams
- 16 - Avoid pitfalls in AI summarization
4. Solve Unique Problems with AI
- 17 - Learning objectives
- 18 - Brainstorm creative solutions for customer challenges
- 19 - Personalize customer interactions with AI
- 20 - Enhance training and onboarding with AI
- 21 - Training and onboarding considerations
5. Use AI Responsibly and Effectively
- 22 - Learning objectives
- 23 - Recognize AI s limitations and risks
- 24 - Handle sensitive conversations with caution
- 25 - Incorporate feedback loops for better AI outputs
- 26 - Maintain customer trust when using AI
- 27 - Resources
Conclusion
- 28 - Summary