Is this course relevant for non-customer service roles?

Absolutely. Business analysts, technology leaders, and CX strategists can apply these insights across multiple functions.

How does the course address personalization in customer experience?

The course covers AI-driven customer data analysis to tailor interactions, predict needs, and improve satisfaction.

Does the course cover ethical and responsible use of AI?

Yes. You’ll learn how to design AI-powered CX solutions that are transparent, fair, and build customer trust.

Will this course help improve operational efficiency?

Yes. It shows how AI can automate repetitive tasks, reduce response times, and improve service consistency.

Is this course suitable for students or early-career professionals?

Yes. The content builds strong foundational knowledge and practical skills for AI-driven customer service roles.

How practical is the learning experience?

The course includes applied examples, scenarios, and exercises focused on real customer experience challenges.

Can the skills from this course be applied across industries?

Yes. AI-driven customer experience is relevant across e-commerce, banking, SaaS, telecom, healthcare, and more.

Will I learn how to design an AI customer service strategy?

Yes. You’ll gain a structured approach to planning and implementing AI solutions aligned with business goals.

What will I get if I purchase the Certificate?

When you purchase a Certificate you get access to all course materials, including graded assignments. Upon completing the course, your electronic Certificate will be added to your Accomplishments page - from there, you can print your Certificate or add it to your LinkedIn profile.

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.

Customer Service with AI

Ce cours n'est pas disponible en Français (France)

Nous sommes actuellement en train de le traduire dans plus de langues.

Customer Service with AI

Instructeur : AI CERTs Team

Inclus avec

8 modules

Obtenez un aperçu d'un sujet et apprenez les principes fondamentaux.

niveau Débutant

Expérience recommandée

4 semaines à compléter

à 10 heures par semaine

Planning flexible

Apprenez à votre propre rythme

8 modules

Obtenez un aperçu d'un sujet et apprenez les principes fondamentaux.

niveau Débutant

Expérience recommandée

4 semaines à compléter

à 10 heures par semaine

Planning flexible

Apprenez à votre propre rythme

Ce que vous apprendrez

AI-Powered Support Systems: Apply chatbots, virtual agents, and automation to deliver faster, more consistent customer support at scale.
Customer Data & Insights: Use AI analytics to understand customer behavior, sentiment, and intent for personalized experiences.
Service Optimization with AI: Improve response times, resolution quality, and workflows using AI-driven decision-making tools.
Ethical & Trusted AI in CX: Design responsible AI customer experiences that prioritize transparency, trust, and fairness.

Compétences que vous acquerrez

Catégorie : AI Personalization
Catégorie : Personalized Service
Catégorie : Customer Data Management
Catégorie : Customer Service
Catégorie : Customer Engagement
Catégorie : Customer experience strategy (CX)
Catégorie : Customer Relationship Building
Catégorie : Responsible AI
Catégorie : Customer Insights
Catégorie : Generative AI Agents
Catégorie : AI Enablement
Catégorie : AI Product Strategy
Catégorie : Customer Support
Catégorie : Customer and Client Support
Catégorie : Customer Success Management
Catégorie : Data Ethics
Catégorie : Customer Retention
Catégorie : Artificial Intelligence and Machine Learning (AI/ML)
Catégorie : Customer Analysis

Outils que vous découvrirez

Catégorie : Generative AI

Détails à connaître

Certificat partageable

Ajouter à votre profil LinkedIn

Récemment mis à jour !

janvier 2026

Évaluations

8 devoirs

Enseigné en Anglais

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

Il y a 8 modules dans ce cours

AI for Customer Experience equips professionals with the skills to design, deliver, and scale exceptional customer service using artificial intelligence. This course focuses on how AI is transforming customer interactions across support, engagement, and service operations - helping organizations respond faster, personalize experiences, and build long-term trust.

Learners will explore how AI-powered tools such as chatbots, virtual agents, sentiment analysis, and automated ticketing systems enhance customer satisfaction while improving operational efficiency. Through practical examples and real-world scenarios, the course demonstrates how AI can be applied to personalize customer journeys, predict customer needs, and resolve issues proactively. You’ll also gain a clear understanding of customer data collection and analysis, enabling smarter decision-making and continuous service improvement. Ethical AI use is a core focus, covering transparency, bias mitigation, and trust-building in customer-facing AI systems. Designed for customer service professionals, CX leaders, business analysts, and aspiring professionals, this course helps you stay ahead in a rapidly evolving customer experience landscape - preparing you to lead AI-driven service transformation across industries such as e-commerce, SaaS, banking, and telecom.

This module covers a quick summary of what the certification is going to cover from start to finish. Here is the brief about the structure of the overall certification: Each of our certifications follows a consistent, multimodal structure to provide a flexible learning experience. The content is available across four formats: eBooks: In-depth written material for focused learning. Audiobooks: Audio version of the eBook, perfect for learning on the go. Podcasts: Engaging audio content to reinforce key concepts. Videos: Modular video chunks, each covering a specific topic. The names of the eBooks, Audiobooks, and Podcasts are the same, ensuring you can seamlessly switch between formats without losing track of the content. Videos are divided into bite-sized modules for easier consumption, and all content across these mediums is consistent, so no matter which format you choose, the information remains the same. This gives you the freedom to learn in the way that works best for you.

Inclus

13 vidéos2 lectures1 devoir4 plugins

13 vidéosTotal 185 minutes

Audiobook: Course Introduction6 minutes
Course Introduction4 minutes
Audiobook: Module 1: Introduction to AI in Customer Service83 minutes
Podcast: Module 1: Introduction to AI in Customer Service48 minutes
1.1 Early Concepts and Theoretical Foundations of AI6 minutes
1.2 Key Milestones and Technological Breakthroughs4 minutes
1.3 Evolution from Academic Research to Commercial Applications5 minutes
1.4 Artificial Intelligence, Machine Learning, and Deep Learning5 minutes
1.5 Common Misconceptions and Demystifying AI4 minutes
1.6 Automating Routine Tasks and Reducing Response Times4 minutes
1.7 Role of AI in Data Analysis5 minutes
1.8 Application of AI in Customer Service6 minutes
1.9 Success Stories3 minutes

2 lecturesTotal 20 minutes

Hands on: 110 minutes
Hands on: 210 minutes

1 devoirTotal 30 minutes

Quiz 130 minutes

4 pluginsTotal 60 minutes

EBook: Module 1: Introduction to AI in Customer Service15 minutes
Interactive Quiz/Activity: True or false15 minutes
Interactive Quiz/Activity: Scenario15 minutes
Graded Assessment- 5 Questions15 minutes

Inclus

9 vidéos2 lectures1 devoir5 plugins

9 vidéosTotal 179 minutes

Audiobook: Module 2: Understanding AI Technologies94 minutes
Podcast: Module 2: Understanding AI Technologies36 minutes
2.1 The Concept and Types of Machine Learning9 minutes
2.2 Use Cases in Customer Service5 minutes
2.3 Understanding NLP5 minutes
2.4 Applications in Customer Service5 minutes
2.5 Deep Learning and Neural Network Explained5 minutes
2.6 Impact on Customer Service6 minutes
2.7 AI-Driven Analytics14 minutes

2 lecturesTotal 20 minutes

Hands on: 110 minutes
Hands on: 210 minutes

1 devoirTotal 30 minutes

Quiz 230 minutes

5 pluginsTotal 75 minutes

EBook: Module 2: Understanding AI Technologies15 minutes
Interactive Quiz/Activity: Drop down15 minutes
Interactive Quiz/Activity: Drag and drop15 minutes
Interactive Quiz/Activity: Accordian15 minutes
Graded Assessment- 5 Questions15 minutes

Inclus

11 vidéos1 lecture1 devoir6 plugins

11 vidéosTotal 242 minutes

Audiobook: Module 3: Data Collection and Analysis89 minutes
Podcast: Module 3: Data Collection and Analysis101 minutes
3.1 Types of Customer Data7 minutes
3.2 Data Collection Methods6 minutes
3.3 Data Challenges and Solutions4 minutes
3.4 The Importance and Techniques of High-Quality Data3 minutes
3.5 Data Accuracy and Its Impact on AI Performance6 minutes
3.6 Overview of Analytical Tools5 minutes
3.7 Enhancing Customer Experience: Tools and Predictive Analytics in Action7 minutes
3.8 Segmentation Unleashed: Insights that Drive Action8 minutes
3.9 Continuous Improvement and Case Studies7 minutes

1 lectureTotal 10 minutes

Hands on10 minutes

1 devoirTotal 30 minutes

Quiz 330 minutes

6 pluginsTotal 90 minutes

EBook: Module 3: Data Collection and Analysis15 minutes
Interactive Quiz/Activity: Drag and drop15 minutes
Interactive Quiz/Activity: Flip card15 minutes
Interactive Quiz/Activity: Tab activity15 minutes
Interactive Quiz/Activity: Case study15 minutes
Graded Assessment- 5 Questions15 minutes

Inclus

8 vidéos1 lecture1 devoir5 plugins

8 vidéosTotal 206 minutes

Audiobook: Module 4: Implementing AI Solutions75 minutes
Podcast: Module 4: Implementing AI Solutions90 minutes
4.1 AI Solutions for Customer Service7 minutes
4.2 System Compatibility and Integration Challenges7 minutes
4.3 Strategies for Effective Integration5 minutes
4.4 Training and Change Management6 minutes
4.5 Key Performance Indicators (KPIs)5 minutes
4.6 Analyzing and Acting on Insights11 minutes

1 lectureTotal 10 minutes

Hands on10 minutes

1 devoirTotal 30 minutes

Quiz 430 minutes

5 pluginsTotal 75 minutes

EBook: Module 4: Implementing AI Solutions15 minutes
Interactive Quiz/Activity: Multiple entry15 minutes
Interactive Quiz/Activity: True or false15 minutes
Interactive Quiz/Activity: Case study15 minutes
Graded Assessment- 5 Questions15 minutes

Inclus

9 vidéos1 lecture1 devoir4 plugins

9 vidéosTotal 181 minutes

Audiobook: Module 5: Optimizing Customer Experiences83 minutes
Podcast: Module 5: Optimizing Customer Experiences66 minutes
5.1 Power of Personalization6 minutes
5.2 Benefits of Personalizing7 minutes
5.3 Techniques and Technologies4 minutes
5.4 Examples of AI-Powered Personalization2 minutes
5.5 Customer Support: Automation and Enhanced Response Times5 minutes
5.6 Optimizing Resource Allocation3 minutes
5.7 Case Studies4 minutes

1 lectureTotal 10 minutes

Hands on10 minutes

1 devoirTotal 30 minutes

Quiz 530 minutes

4 pluginsTotal 60 minutes

EBook: Module 5: Optimizing Customer Experiences15 minutes
Interactive Quiz/Activity: Multiple entry15 minutes
Interactive Quiz/Activity: Case study15 minutes
Graded Assessment- 5 Questions15 minutes

Inclus

8 vidéos1 lecture1 devoir5 plugins

8 vidéosTotal 138 minutes

Audiobook: Module 6: Ethical Considerations and Trust64 minutes
Podcast: Module 6: Ethical Considerations and Trust45 minutes
6.1 Foundational Ethics6 minutes
6.2 Avoiding Bias7 minutes
6.3 Transparency with Customers4 minutes
6.4 Consent and Control4 minutes
6.5 Understanding Key Regulations3 minutes
6.6 Implementing Compliant Systems4 minutes

1 lectureTotal 10 minutes

Hands on10 minutes

1 devoirTotal 30 minutes

Quiz 630 minutes

5 pluginsTotal 75 minutes

EBook: Module 6: Ethical Considerations and Trust15 minutes
Interactive Quiz/Activity: Scenario15 minutes
Interactive Quiz/Activity: Accordian15 minutes
Interactive Quiz/Activity: Text Entry15 minutes
Graded Assessment- 5 Questions15 minutes

Inclus

9 vidéos1 devoir5 plugins

9 vidéosTotal 197 minutes

Audiobook: Module 7: Future of AI in Customer Service82 minutes
Podcast: Module 7: Future of AI in Customer Service83 minutes
7.1 Overview of Emerging AI Capabilities5 minutes
7.2 Potential Impact on Customer Service4 minutes
7.3 Exploration of Future Applications4 minutes
7.4 Realizing the Potential4 minutes
7.5 Preparing for AI Evolution in Customer Service5 minutes
7.6 Navigating Ethical and Societal Impacts4 minutes
7.7 Engaging with Stakeholders5 minutes

1 devoirTotal 30 minutes

Quiz 730 minutes

5 pluginsTotal 75 minutes

EBook: Module 7: Future of AI in Customer Service15 minutes
Interactive Quiz/Activity: True or false15 minutes
Interactive Quiz/Activity: Carousel15 minutes
Interactive Quiz/Activity: Text Entry15 minutes
Graded Assessment- 5 Questions15 minutes

Inclus

10 vidéos1 lecture1 devoir5 plugins

10 vidéosTotal 180 minutes

Audiobook: Module 8: AI Agents for Customer Service74 minutes
Podcast: Module 8: Creating an AI Strategy for Your Organization63 minutes
8.1 Assessment of Current State8 minutes
8.2 Defining Objectives and Goals5 minutes
8.3 Planning and Prioritization6 minutes
8.4 Leadership in Driving AI Initiatives5 minutes
8.5 Creating a Culture That Embraces AI Innovation6 minutes
8.6 Addressing Implementation Challenges3 minutes
8.7 Metrics and KPIs for AI Success5 minutes
Course Summary5 minutes

1 lectureTotal 10 minutes

Hands on10 minutes

1 devoirTotal 30 minutes

Quiz 830 minutes

5 pluginsTotal 75 minutes

EBook: Module 8: Creating an AI Strategy for Your Organization15 minutes
Interactive Quiz/Activity: Text Entry15 minutes
Interactive Quiz/Activity: Drag and drop15 minutes
Interactive Quiz/Activity: Multiple select15 minutes
Graded Assessment- 5 Questions15 minutes

Instructeur

AI CERTs Team

AI CERTs

57 Cours34 225 apprenants

Offert par

AI CERTs

En savoir plus sur Leadership and Management

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Étudiant(e) depuis 2018

’Pouvoir suivre des cours à mon rythme à été une expérience extraordinaire. Je peux apprendre chaque fois que mon emploi du temps me le permet et en fonction de mon humeur.’

Jennifer J.

Étudiant(e) depuis 2020

’J'ai directement appliqué les concepts et les compétences que j'ai appris de mes cours à un nouveau projet passionnant au travail.’

Larry W.

Étudiant(e) depuis 2021

’Lorsque j'ai besoin de cours sur des sujets que mon université ne propose pas, Coursera est l'un des meilleurs endroits où se rendre.’

Chaitanya A.

’Apprendre, ce n'est pas seulement s'améliorer dans son travail : c'est bien plus que cela. Coursera me permet d'apprendre sans limites.’

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Foire Aux Questions

No. The course is designed for beginners and professionals, focusing on practical AI applications rather than coding.

You’ll learn through real-world use cases such as chatbots, virtual agents, sentiment analysis, and automated ticket handling.

Yes. You’ll explore industry-relevant tools like Zendesk, Freddy AI, Octane AI, and Rul.ai.

To access the course materials, assignments and to earn a Certificate, you will need to purchase the Certificate experience when you enroll in a course. You can try a Free Trial instead, or apply for Financial Aid. The course may offer 'Full Course, No Certificate' instead. This option lets you see all course materials, submit required assessments, and get a final grade. This also means that you will not be able to purchase a Certificate experience.

Plus de questions

Visitez le Centre d'Aide pour les Étudiants

Aide financière disponible,

Customer Service with AI

Ce cours n'est pas disponible en Français (France)

Customer Service with AI

Ce que vous apprendrez

Compétences que vous acquerrez

Outils que vous découvrirez

Détails à connaître

Découvrez comment les employés des entreprises prestigieuses maîtrisent des compétences recherchées

Il y a 8 modules dans ce cours

Module 01: Introduction to AI in Customer Service

Inclus

Module 02: Understanding AI Technologies

Inclus

Module 03: Data Collection and Analysis

Inclus

Module 04: Implementing AI Solutions

Inclus

Module 05: Optimizing Customer Experiences

Inclus

Module 06: Ethical Considerations and Trust

Inclus

Module 07: Future of AI in Customer Service

Inclus

Module 08: Creating an AI Strategy for Your Organization

Inclus

Instructeur

Offert par

En savoir plus sur Leadership and Management

AI for Customer Experience with Chatbots and Analytics

Generative AI for Customer Service Automation

Generative AI in Customer Service Operations Training

Customer Service in the Age of Generative AI

Pour quelles raisons les étudiants sur Coursera nous choisissent-ils pour leur carrière ?

Felipe M.

Jennifer J.

Larry W.

Chaitanya A.

Ouvrez de nouvelles portes avec Coursera Plus

Faites progresser votre carrière avec un diplôme en ligne

Rejoignez plus de 3 400 entreprises mondiales qui ont choisi Coursera pour les affaires

Foire Aux Questions

Do I need prior AI or technical experience to take this course?

How is AI applied to real customer service scenarios in this course?

Will I learn to use real AI tools used in customer experience teams?

Plus de questions