Generative AI for Customer Service Professionals (Video Course)

Description

Transform Your Workday with Generative AI

Generative AI is transforming the way we work, and customer-facing professionals are at the forefront of this shift. This course bridges AI technical knowledge and application by equipping customer service agents and front-line teams with the practical skills they need to harness generative AI for real-world tasks. From crafting personalized, context-driven responses to analyzing customer feedback and streamlining workflows, this course provides the tools to elevate productivity, improve customer interactions, and make work more efficientall without requiring technical expertise.

The video takes a hands-on, step-by-step approach to ensure learners grasp the practical application of generative AI tools. Ill guide you through each concept, speaking directly to you while visually demonstrating key elements on screen. Youll see real-world examples of prompts, workflows, and outputs as I walk you through the process of building and refining them. The lessons are interactive and modular, allowing you to follow along with exercises and immediately apply the techniques to your own work. With clear visuals, easy-to-follow instructions, and a focus on practical use cases, this method ensures that you not only understand the concepts but feel confident using AI tools in your daily tasks.

Through the training, Di Le will also show prompt engineering examples in the top LLMs in use: ChatGPT, Gemini, and Claude.

Skill Level:

• Beginner to Intermediate

Learn How To:

• Use AI for Summarization
• Data Analysis: Use AI to analyze customer feedback trends or extract insights from survey data.
• Creative Writing: Generate personalized responses, engaging social media content, or tailored email templates.
• Training Support: Develop mock scenarios or scripts to upskill new team members
• Handling Sensitive Conversations with AI
• Boosting Collaboration and Efficiency
• Ensuring Ethical and Responsible Use

Course requirement:

General awareness of Generative AI and its uses

Who Should Take This Course:

Anyone in a business role that interfaces with customers on a daily basis, including:

• Customer Service Agents: Professionals managing customer inquiries, complaints, and requests through email, chat, or social media
• Service Desk Agents: Individuals providing IT or technical support to customers or internal employees
• Frontline Workers: Employees in retail, hospitality, healthcare, or other customer-facing roles who interact with customers
• Call Center Representatives: Agents handling high volumes of customer calls for inquiries, support, or sales
• Support Specialists: Team members assisting customers with specific product or service-related concerns

About Pearson Video Training:   

Pearson publishes expert-led video tutorials covering a wide selection of technology topics designed to teach you the skills you need to succeed. These professional and personal technology videos feature world-leading author instructors published by your trusted technology brands: Addison-Wesley, Cisco Press, Pearson IT Certification, Prentice Hall, Sams, and Que. Topics include IT Certification, Network Security, Cisco Technology, Programming, Web Development, Mobile Development, and more. Learn more about Pearson Video training at  http://www.informit.com/video.

 Video Lessons are available for download for offline viewing within the streaming format. Look for the green arrow in each lesson.

Sample Content

Table of Contents

Overall Introduction  

Lesson 1: Master the Basics of Generative AI

1.1 What is Generative AI

1.2 Identify key AI tools for customer roles

1.3 Explore real-world benefits for customer-facing teams

1.4 Address common myths and misconceptions

Lesson 2: Build Effective Prompts for Everyday Tasks

2.1 Learn the anatomy of a great prompt

2.2 Craft prompts for common customer service use cases

2.3 Iterate and refine your prompts

2.4 Use prompt templates for efficiency

Lesson 3: Use Generative AI for Summarization and Insights

3.1 Summarize customer conversations quickly

3.2 Extract insights from feedback or survey data

3.3 Generate actionable summaries for teams

3.4 Avoid pitfalls in AI summarization

Lesson 4: Solve Unique Problems with AI

4.1 Brainstorm creative solutions for customer challenges

4.2 Personalize customer interactions with AI

4.3 Enhance training and onboarding with AI

4.4 Enhance training and onboarding with AI: considerations

Lesson 5: Use AI Responsibly and Effectively

5.1 Recognize AIs limitations and risks

5.2 Handle sensitive conversations with caution

5.3 Incorporate feedback loops for better AI outputs

5.4 Maintain customer trust when using AI

5.5 Resources

Summary

Updates

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