Customer Service in the Age of Generative AI

University of Virginia Darden School Foundation

Customer Service in the Age of Generative AI

This course is part of Generative AI in Marketing Specialization

Instructor: Rajkumar Venkatesan

What you'll learn

You will learn how to evaluate and enhance a chatbot’s performance for marketing and customer service.
You will learn how to customize Generative AI for customer support and customer engagement.

Details to know

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Assessments

2 assignments

Taught in English

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This course is part of the Generative AI in Marketing Specialization

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There are 2 modules in this course

The Customer Service in the Age of Generative AI course provides you with the essential knowledge to use Generative AI to build and develop chatbots for customer engagement and customer support. In this course, you will learn how personalized chatbots are impactful and essential for customers and how the continuous need to evaluate and enhance chatbots to meet customer expectations and needs effectively. In this course, you will ,learn how chatbots can be leveraged to provide more targeted and customized messages to deliver more relevant and engaging information, support, and service to customers. This course is ideal for marketing professionals seeking to develop and enhance customer service and marketing using chatbots and Generative AI.

Welcome to the Generative AI in Customer Service module! Generative AI has become an increasingly popular tool for marketing, customer support, and customer service. In this module, you will learn how to develop and establish a framework for chatbot technology, and how chatbots are an impactful component of Generative AI for customer engagement and customer support, as aided by an example of a chatbot from Vibe Kayak's. In this module, you will learn from the Vibe Kayak's custom GPT example on how to appropriately design and develop a custom GPT chatbot, and the continuous need to evaluate and enhance a chatbots performance. Finally, in this module, you will reflect on your experiences and interactions with custom GPT chatbots as a consumer.

What's included

1 video5 readings1 assignment1 discussion prompt

1 videoTotal 10 minutes

Vibe Kayak's Custom GPT Customer Service Chatbot10 minutesPreview module

5 readingsTotal 14 minutes

Course Structure and Planning2 minutes
Course and Coursera Policies5 minutes
Participant and Course Support2 minutes
Use Discussion Forms to Deepen Your Learning2 minutes
Your Coursera Experience3 minutes

1 assignmentTotal 10 minutes

Custom GPT Chatbot Assessment10 minutes

1 discussion promptTotal 15 minutes

Enhancing Marketing Campaigns with Custom GPT's15 minutes

Welcome to the Generative AI in Customer Service: Chatbot Reflection module! Chatbots are important for marketing organizations to deliver more targeted and personalized marketing messages to support customers. Customers today expect a fast and customized response to their inquiries, questions, or concerns, and chatbots and help marketing organizations deliver more relevant and engaging information to customers. In this module, you will reflect on your experiences with custom GPT chatbots and articulate the best considerations and frameworks to develop a customized customer service chatbot that meets the needs of customers.