Customer Success Manager: Duties, Pay, and How to Become One
December 6, 2024
Article
This course is part of Generative AI for Customer Support Specialization
Instructors: Skill-Up EdTech Team
Included with
Recommended experience
Intermediate level
Fundamental knowledge of generative AI, prompt engineering, and customer/technical support is beneficial.
Recommended experience
Intermediate level
Fundamental knowledge of generative AI, prompt engineering, and customer/technical support is beneficial.
Job-ready generative AI skills businesses need for enhancing customer interactions and streamlining customer support operations
How to use GenAI for automating responses, creating FAQs, user guides, and enabling multilingual support
How to leverage GenAI for SOP documentation, sentiment analysis, and proactive customer support
A good understanding of the ethical considerations, challenges, and best practices for integrating AI into customer support
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February 2025
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Generative AI is transforming how customer service teams proactively interact and support their customers. Customer or IT support professionals and managers who can leverage generative AI (GenAI) are in high demand, and this course gives you sought-after GenAI skills businesses need.
During this course, you’ll discover how GenAI can transform customer interactions and streamline support processes. You’ll learn to automate responses, create FAQs and user guides, enable multilingual support, and optimize the support lifecycle using generative AI. Plus, you’ll get hands-on using generative AI tools to craft tailored prompts for specific customer needs. You’ll look at how to develop and use AI-driven chatbots for inquiries and knowledge management. You’ll learn how to use GenAI to support key support processes such as Standard Operating Procedure (SOP) documentation, sentiment analysis, and proactive support through behavioral insights. In addition, you’ll examine ethical considerations, challenges, and best practices for AI integration in customer support. Boost your customer or IT support career with in-demand generative AI skills. Enroll today to enhance your resume and stand out to employers.
This module explores the role of generative AI in enhancing customer support operations. You will learn how generative AI tools can streamline the customer support lifecycle, from ticket management and resolution to creating knowledge bases and FAQs. You will recognize the relevance of prompt engineering for effective customer interactions through generative AI and learn how to create and refine prompts for specific customer support needs. By the end of this module, you will understand how to leverage AI to automate workflows, train support agents, and improve customer service outcomes across organizations.
8 videos2 readings3 assignments5 plugins
This module focuses on developing practical skills to leverage AI-powered chatbots and automate essential customer support functions. You’ll learn to perform sentiment analysis to improve interactions and integrate AI into workflows for proactive support. The module also covers automating standard operating procedures (SOP) creation to ensure consistency in documentation. Further, it explores the ethical considerations and responsible use of AI in customer support.
9 videos1 reading4 assignments3 plugins
This module explores how generative AI can enhance the work of customer support managers and executives by streamlining reporting, information extraction, and overall customer service operations. The module includes a final project based on the concepts covered in the course. In this module, you will attempt a graded quiz to test and reinforce your understanding of concepts. The module also includes a glossary to enhance comprehension of generative AI-related terms.
4 videos2 readings2 assignments5 plugins
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Generative AI helps customer support teams save time and improve efficiency by automating common tasks like answering FAQs or drafting responses. It also personalizes customer interactions and delivers faster, more accurate solutions, leading to better customer satisfaction.
Generative AI is a game-changer for customer support because it handles repetitive tasks, speeds up response times, and frees up professionals to focus on more complex issues. It also helps improve consistency and make support more proactive by analyzing customer data.
Customer service professionals can use generative AI to automate email responses, summarize complaints for faster resolutions, create chatbots for 24/7 support, or even translate messages instantly. It’s a powerful tool to make their work faster and more effective.
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