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GenAI for Customer Service Representatives

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GenAI for Customer Service Representatives

Instructors: Soheil Haddadi, Reza Moradinezhad

1,613 already enrolled

Included with

Learn more

1 module

Gain insight into a topic and learn the fundamentals.

Beginner level

Recommended experience

2 hours to complete

Flexible schedule

Learn at your own pace

1 module

Gain insight into a topic and learn the fundamentals.

Beginner level

Recommended experience

2 hours to complete

Flexible schedule

Learn at your own pace

What you'll learn

Understand what Generative AI (GenAI) is and its potential in customer service.
Examine real-world applications of GenAI for streamlining service workflows and driving innovation.
Compare the risks, challenges, and ethical implications of using GenAI in customer service.

Skills you'll gain

Tools you'll learn

Generative AI

Details to know

Shareable certificate

Add to your LinkedIn profile

Assessments

1 assignment¹

AI Graded see disclaimer

Taught in English

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There is 1 module in this course

Welcome to "GenAI for Customer Service Representatives," an introductory course designed to empower customer service professionals with the knowledge and tools of Generative AI (GenAI). This course will illuminate how GenAI can revolutionize customer service by enhancing response times, personalizing interactions, and analyzing large volumes of feedback efficiently. You’ll explore the fundamentals of GenAI, practical applications in real-world scenarios, and important ethical considerations to use these technologies responsibly.

This course is tailored for customer service representatives eager to leverage GenAI technologies to enhance their daily operations. It is also suitable for customer service managers aiming to integrate GenAI into their strategic initiatives, and IT professionals or technical support staff interested in the technological aspects of GenAI for seamless implementation and innovation. Participants should have a basic understanding of customer service processes and tools. While a deep technical background is not required, a curiosity and willingness to explore new technologies will be beneficial. This course is designed for those open to integrating GenAI tools into their customer service workflows. This course will help you understand Generative AI (GenAI) and its role in customer service, including its capabilities, limitations, and the latest advancements. You'll learn to apply GenAI to improve workflows, evaluate real-world applications, and experiment with tools. Additionally, you'll explore the risks, ethical considerations, and strategies for responsible integration, reflecting on how GenAI can enhance service quality and productivity.

Module details

This course will illuminate how GenAI can revolutionize customer service by enhancing response times, personalizing interactions, and analyzing large volumes of feedback efficiently. The course aims to build a strong foundational understanding of GenAI, enabling customer service representatives to explore innovative ways to apply these technologies in their daily tasks.

What's included

6 videos5 readings1 assignment1 peer review

6 videosTotal 56 minutes

Introduction to GenAI for Customer Service Representatives11 minutes
History & Background for GenAI and Customer Service Representatives11 minutes
Demo for Resolving Customer Issues with Copilot of Microsoft Dynamics 3657 minutes
Remediating Risks and Ethical Concerns13 minutes
Demo for Using Microsoft Dynamics 365 for Better Customer Service12 minutes
Closing Thoughts: What’s Next3 minutes

5 readingsTotal 50 minutes

Our Roadmap & Resources Available: How to Get Started10 minutes
Glossary for GenAI and Customer Service Representatives10 minutes
Demo for Enabling Intelligent Self-Service with Microsoft Dynamics 36510 minutes
Demo for Optimizing Service with Analytics in Microsoft Dynamics 36510 minutes
Demo for Improving Service Operations with Microsoft Dynamics 36510 minutes