Who should take this specialization?

<text variant="body1">This specialization is designed for professionals in customer support who are interested in enhancing their careers and job performance using generative AI. <text variant="body1">This specialization is for you if you are: <text variant="body1"> - A customer support representative who wants to enhance your career by leveraging the power of generative AI <text variant="body1"> - An IT support specialist looking to upskill and integrate generative AI into your work <text variant="body1"> - A manager or a team leader in customer support seeking to enhance workflows and leverage AI for data-driven decision-making <text variant="body1"> - An owner of a startup or a small business seeking to adopt AI-driven customer service <text variant="body1"> - A professional transitioning into roles in customer support <text variant="body1"> - An individual seeking an introduction to leveraging generative AI in customer support

Do I need to take the courses in a specific order?

The courses in this specialization have been designed in a logical sequence. It is recommended that the courses be taken in the order they are presented to derive maximum learning.

Is this course really 100% online? Do I need to attend any classes in person?

This course is completely online, so there’s no need to show up to a classroom in person. You can access your lectures, readings and assignments anytime and anywhere via the web or your mobile device.

What is the refund policy?

If you subscribed, you get a 7-day free trial during which you can cancel at no penalty. After that, we don’t give refunds, but you can cancel your subscription at any time. See our full refund policy.

Can I just enroll in a single course?

Yes! To get started, click the course card that interests you and enroll. You can enroll and complete the course to earn a shareable certificate. When you subscribe to a course that is part of a Specialization, you’re automatically subscribed to the full Specialization. Visit your learner dashboard to track your progress.

Is financial aid available?

Yes. In select learning programs, you can apply for financial aid or a scholarship if you can’t afford the enrollment fee. If fin aid or scholarship is available for your learning program selection, you’ll find a link to apply on the description page.

Can I take the course for free?

No, you cannot take this course for free. When you enroll in the course, you get access to all of the courses in the Specialization, and you earn a certificate when you complete the work. If you cannot afford the fee, you can apply for financial aid.

Spécialisation Generative AI for Customer Support

Spécialisation Generative AI for Customer Support

Unlock Potential of Gen AI for Customer Support. Learn how to leverage the capabilities and tools of generative AI to provide enhanced customer support and drive excellent customer experiences in just 3 weeks!

Instructeurs : SkillUp

Inclus avec Coursera Plus

Série de 3 cours

Approfondissez votre connaissance d’un sujet

4.8

(48 avis)

niveau Intermédiaire

Expérience recommandée

4 semaines à compléter

à 10 heures par semaine

Planning flexible

Apprenez à votre propre rythme

Série de 3 cours

Approfondissez votre connaissance d’un sujet

4.8

(48 avis)

niveau Intermédiaire

Expérience recommandée

4 semaines à compléter

à 10 heures par semaine

Planning flexible

Apprenez à votre propre rythme

Ce que vous apprendrez

Job-ready skills using generative AI specifically tailored to customer support scenarios in just 3 weeks
Generative AI fundamentals and its applications in customer support, including ethical considerations and challenges
How to develop effective prompts and apply generative AI techniques to analyze sentiment and provide proactive support solutions
How to use generative AI tools and chatbots for diverse scenarios, including automating customer responses and supporting multilingual interactions

Compétences que vous acquerrez

Catégorie : Responsible AI
Catégorie : Prompt Engineering
Catégorie : Customer Insights
Catégorie : Natural Language Processing
Catégorie : Personalized Service
Catégorie : Customer experience improvement
Catégorie : LLM Application
Catégorie : Automation
Catégorie : Generative AI
Catégorie : Artificial Intelligence and Machine Learning (AI/ML)
Catégorie : AI Personalization
Catégorie : Product Support

Détails à connaître

Certificat partageable

Ajouter à votre profil LinkedIn

Enseigné en Anglais

Découvrez comment les employés des entreprises prestigieuses maîtrisent des compétences recherchées

En savoir plus sur Coursera pour les affaires

logos de Petrobras, TATA, Danone, Capgemini, P&G et L'Oreal

Améliorez votre expertise en la matière

Acquérez des compétences recherchées auprès d’universités et d’experts du secteur
Maîtrisez un sujet ou un outil avec des projets pratiques
Développez une compréhension approfondie de concepts clés
Obtenez un certificat professionnel auprès de IBM

Spécialisation - série de 3 cours

As per Gartner, 85% of customer service leaders now plan to adopt conversational generative AI. As businesses turn to AI, this Generative AI for Customer Support specialization teaches customer support professionals, managers, and startup and small business owners how to leverage generative AI effectively in just 3 weeks!

During the program, you’ll explore the core concepts and capabilities of gen AI and learn how to leverage these capabilities throughout the customer support lifecycle. You’ll learn the useful techniques for prompt engineering that optimize the outcomes produced. Plus, you’ll discover how generative AI can help you automate customer responses, develop FAQs, train support agents, perform sentiment analysis, and provide proactive support.

You’ll also get valuable hands-on practice using generative AI tools and chatbots for different use cases related to improving customer interactions and streamlining customer support operations.

You’ll gain insights from experts as they explore the key concepts covered in the specialization.

If you work in a customer support environment and want to leverage the true power of generative AI to enhance your career, enroll today!

Projet d'apprentissage appliqué

Through hands-on labs and projects, you’ll gain practical experience in harnessing generative AI for customer support. By applying generative AI tools to real-world scenarios, you’ll build job-ready skills to leverage in your role.

You’ll learn how to draft effective prompts for generating relevant outputs for common scenarios in customer support. Plus, you’ll use generative AI tools to streamline workflows and diverse tasks in customer support. Some examples of the labs included are:

Generate Text Using Generative AI
Generating Text, Images, and Code
Naive Prompting and the Persona Pattern
The Chain-of-Thought Approach in Prompt Engineering
The Tree-of-Thought Approach in Prompt Engineering
Working with Generative AI Tools for Customer Support
Exploring Common Prompts for Generative AI in Customer Support
Using Generative AI to Create FAQs
Performing Sentiment Analysis Using Generative AI
Using Generative AI for Problem Management

Generative AI: Introduction and Applications

COURS 18 heures

Ce que vous apprendrez

Describe generative AI and distinguish it from discriminative AI.
Describe the capabilities of generative AI and its use cases in the real world.
Identify the applications of generative AI in different sectors and industries.
Explore common generative AI models and tools for text, code, image, audio, and video generation.

Compétences que vous acquerrez

Catégorie : Generative AI

Catégorie : ChatGPT

Catégorie : Machine Learning

Catégorie : Artificial Intelligence and Machine Learning (AI/ML)

Catégorie : Responsible AI

Generative AI: Prompt Engineering Basics

COURS 29 heures

Ce que vous apprendrez

Explain the concept and relevance of prompt engineering in generative AI models.
Apply the best practices for creating prompts.
Assess commonly used tools for prompt engineering.
Apply common prompt engineering techniques and approaches for writing effective prompts.

Compétences que vous acquerrez

Catégorie : Prompt Engineering

Catégorie : ChatGPT

Catégorie : Generative AI

Catégorie : Prompt Patterns

Generative AI: Transform Your Customer Support Career

COURS 39 heures

Ce que vous apprendrez

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

Compétences que vous acquerrez

Catégorie : Generative AI

Catégorie : Customer Support

Catégorie : Natural Language Processing

Catégorie : Responsible AI

Catégorie : Prompt Engineering

Catégorie : Automation

Catégorie : Customer Analysis

Catégorie : ChatGPT

Catégorie : LLM Application

Catégorie : Product Support

Catégorie : Personalized Service

Catégorie : AI Personalization

Catégorie : Data Ethics

Catégorie : Standard Operating Procedure

Catégorie : Customer experience improvement

Catégorie : Customer Insights

Obtenez un certificat professionnel

Ajoutez ce titre à votre profil LinkedIn, à votre curriculum vitae ou à votre CV. Partagez-le sur les médias sociaux et dans votre évaluation des performances.

Instructeurs

SkillUp

99 Cours305 299 apprenants

Offert par

IBM

SkillUp

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Foire Aux Questions

This specialization is self-paced. On average, learners who spend 5–6 hours a week can complete it in 3 weeks.

This specialization is designed for professionals in customer support who are interested in enhancing their careers and job performance using generative AI.

This specialization is for you if you are: 

- A customer support representative who wants to enhance your career by leveraging the power of generative AI

- An IT support specialist looking to upskill and integrate generative AI into your work

- A manager or a team leader in customer support seeking to enhance workflows and leverage AI for data-driven decision-making

- An owner of a startup or a small business seeking to adopt AI-driven customer service

- A professional transitioning into roles in customer support

- An individual seeking an introduction to leveraging generative AI in customer support

This specialization requires fundamental knowledge of customer support.

The specialization is designed to boost your customer support career by providing the knowledge and practical skills to leverage the power of generative AI.

You will be able to design effective prompts to generate relevant output from generative AI tools for diverse use cases in customer support.

You will be able to leverage generative AI tools and AI-driven chatbots for product inquiries, perform sentiment analysis to understand customer emotions, and develop multilingual support solutions to enhance global interactions.

Additionally, you will be able to streamline workflows by integrating generative AI into customer support processes, create standardized operating procedures (SOPs), and apply proactive strategies by analyzing customer behavior.