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.

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.

Generative AI for Customer Support 专项课程

Generative AI for Customer Support 专项课程

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!

位教师：SkillUp

1,553 人已注册

包含在 Coursera Plus 中

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3 门课程系列

深入学习学科知识

4.8

（51 条评论）

中级等级

推荐体验

4 周完成

在 10 小时一周

灵活的计划

自行安排学习进度

3 门课程系列

深入学习学科知识

4.8

（51 条评论）

中级等级

推荐体验

4 周完成

在 10 小时一周

灵活的计划

自行安排学习进度

您将学到什么

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

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授课语言：英语（English）

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培养对关键概念的深入理解
通过 IBM 获得职业证书

专业化 - 3门课程系列

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!

应用的学习项目

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

第 1 门课程8小时

您将学到什么

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.

您将获得的技能

类别：Generative AI

类别：ChatGPT

类别：Responsible AI

类别：Machine Learning

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

Generative AI: Prompt Engineering Basics

第 2 门课程9小时

您将学到什么

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.

您将获得的技能

类别：Prompt Patterns

类别：Prompt Engineering

类别：Generative AI

类别：ChatGPT

类别：Image Quality

Generative AI: Transform Your Customer Support Career

第 3 门课程9小时

您将学到什么

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

您将获得的技能

类别：Generative AI

类别：Customer Support

类别：Responsible AI

类别：Automation

类别：Prompt Engineering

类别：Natural Language Processing

类别：Customer Analysis

类别：Standard Operating Procedure

类别：Data Ethics

类别：Personalized Service

类别：ChatGPT

类别：Customer Insights

类别：Customer experience improvement

类别：AI Personalization

类别：LLM Application

类别：Product Support

获得职业证书

将此证书添加到您的 LinkedIn 个人资料、简历或履历中。在社交媒体和绩效考核中分享。

位教师

SkillUp

106 门课程314,900 名学生

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IBM

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常见问题

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.