Is customer service a good career option?

Yes, especially with AI integration, it offers diverse growth opportunities in CX strategy, automation, and customer experience design.

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.

Generative AI in Customer Service Operations Training

Generative AI in Customer Service Operations Training

Instructor: Priyanka Mehta

Included with

Learn more

3 modules

Gain insight into a topic and learn the fundamentals.

Beginner level

Recommended experience

5 hours to complete

Flexible schedule

Learn at your own pace

3 modules

Gain insight into a topic and learn the fundamentals.

Beginner level

Recommended experience

5 hours to complete

Flexible schedule

Learn at your own pace

What you'll learn

Build and deploy AI-powered chatbots to enhance customer interactions.
Personalize support experiences using AI-driven feedback and analysis tools.
Automate customer service operations with intelligent workflows and knowledge systems.
Apply ethical AI practices focused on privacy, bias reduction, and transparency.

Skills you'll gain

Tools you'll learn

Details to know

Shareable certificate

Add to your LinkedIn profile

Assessments

9 assignments

Taught in English

See how employees at top companies are mastering in-demand skills

Learn more about Coursera for Business

logos of Petrobras, TATA, Danone, Capgemini, P&G and L'Oreal

There are 3 modules in this course

This AI in Customer Service course equips you with the skills to modernize customer support using Generative AI. Begin with the fundamentals of AI in digital customer service and explore how virtual assistants and chatbots can streamline interactions. Learn how to personalize experiences and gain actionable insights through AI-driven feedback analysis. Explore automation techniques to optimize call centers, knowledge bases, and engagement workflows. Understand the ethical implications of AI by diving into data privacy, bias mitigation, and transparency. Experience hands-on demos with tools like SendBird and Otter.ai to bring your learning to life.

To be successful in this course, no prior experience is required, this course is beginner-friendly and ideal for support professionals and tech enthusiasts. By the end of this course, you will be able to: - Build and deploy conversational AI chatbots for smarter support - Personalize customer interactions using AI-driven feedback analysis - Automate operations using intelligent workflows and knowledge systems - Apply ethical AI practices with a focus on transparency and privacy Ideal for customer service professionals, support teams, and CX strategists.

Master the art of transforming customer service with AI in this hands-on course. Explore the fundamentals of Generative AI and its impact on digital customer support. Learn to leverage chatbots and virtual assistants for faster, smarter interactions. Understand automation, integration, and end-to-end AI support flows. Build your own conversational chatbot using SendBird. Ideal for support professionals and tech enthusiasts.

What's included

4 videos1 reading3 assignments

4 videosTotal 14 minutes

Learning Objectives1 minute
Generative AI in Customer Service3 minutes
AI-Powered Customer Support: Automation and Integration8 minutes
Demo: Building Conversational Chatbot Using SendBird2 minutes

1 readingTotal 10 minutes

Course Syllabus10 minutes

3 assignmentsTotal 70 minutes

Quiz on The Digital Transformation of Customer Service15 minutes
Quiz on AI-Powered Chatbots and Virtual Assistance: Benefits15 minutes
Assessment for Introduction to AI in Customer Service40 minutes

Master the art of AI-driven personalization and feedback intelligence in this hands-on course. Explore techniques to tailor customer interactions using intelligent systems. Learn to manage feedback efficiently and uncover insights through AI-powered analysis and reporting. Experience a live demo on transcribing audio calls to text using Otter.ai. Ideal for support teams focused on experience and retention.

What's included

4 videos3 assignments

4 videosTotal 17 minutes

AI-Driven Personlaization in Customer Service5 minutes
AI-Driven Customer Insights and Feedback Analysis6 minutes
AI-Powered Feedback: Collection, Insights, and Reports2 minutes
Demo: Transcibing Audio Calls to Text Using Otter.ai4 minutes

3 assignmentsTotal 70 minutes

Quiz on Personalization and Feedback Analysis15 minutes
Quiz on Feedback Collection and Processing15 minutes
Assessment for Personalization and Feedback Intelligence40 minutes

Master how to optimize operations and implement responsible AI across support functions. This module covers AI tools for knowledge base management and call center efficiency, strategies for boosting customer engagement, and ensuring data privacy. Learn how AI enhances service quality while staying compliant and ethical. Gain practical insights to build secure, scalable, AI-driven support systems.

What's included

6 videos3 assignments

6 videosTotal 23 minutes

Optimizing the knowledge Base5 minutes
Call Center Optimization and AI Tools7 minutes
Overview of Customer Engagement4 minutes
Data Privacy and Security3 minutes
AI-Powered Customer Service Enhancement4 minutes
Key Takeaways1 minute

3 assignmentsTotal 70 minutes

Quiz on Enhancing Knowledge and Support Operations15 minutes
Quiz on Customer Engagement, Privacy, and AI Impact15 minutes
Assessment for Optimizing Operations and Ensuring Responsible AI Use40 minutes

Instructor

Priyanka Mehta

Simplilearn

84 Courses61,672 learners

Offered by

Simplilearn

Explore more from Business Strategy

Edureka
Generative AI for Customer Service Automation
Course
Coursera
GenAI for Call Centers: AI-Driven Customer Success
Course
University of Virginia Darden School Foundation
Customer Service in the Age of Generative AI
Course
Coursera
GenAI for Customer Support
Course

Why people choose Coursera for their career

Felipe M.

Learner since 2018

"To be able to take courses at my own pace and rhythm has been an amazing experience. I can learn whenever it fits my schedule and mood."

Jennifer J.

Learner since 2020

"I directly applied the concepts and skills I learned from my courses to an exciting new project at work."

Larry W.

Learner since 2021

"When I need courses on topics that my university doesn't offer, Coursera is one of the best places to go."

Chaitanya A.

"Learning isn't just about being better at your job: it's so much more than that. Coursera allows me to learn without limits."

Open new doors with Coursera Plus

Unlimited access to 10,000+ world-class courses, hands-on projects, and job-ready certificate programs - all included in your subscription

Learn more

Advance your career with an online degree

Earn a degree from world-class universities - 100% online

Explore degrees

Join over 3,400 global companies that choose Coursera for Business

Upskill your employees to excel in the digital economy

Learn more

Frequently asked questions

AI enhances customer service through chatbots, automated responses, sentiment analysis, and personalized support at scale.

Generative AI equips you to build smarter support systems, automate tasks, and shift from reactive support to proactive engagement—boosting your strategic value.

Popular tools include SendBird for chatbot deployment, with ChatGPT and Otter.ai also used for intelligent support and feedback analysis.

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.