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Rajkumar Venkatesan
The Customer Service in the Age of Generative AI course provides you with the essential knowledge to use Generative AI to build and develop chatbots for customer engagement and customer support. In this course, you will learn how personalized chatbots are impactful and essential for customers and how the continuous need to evaluate and enhance chatbots to meet customer expectations and needs effectively. In this course, you will ,learn how chatbots can be leveraged to provide more targeted and customized messages to deliver more relevant and engaging information, support, and service to customers. This course is ideal for marketing professionals seeking to develop and enhance customer service and marketing using chatbots and Generative AI.
Register for this course and see more details by visiting:
OpenCourser.com/course/klo5em/customer
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What's inside
Syllabus
Generative AI in Customer Service
Welcome to the Generative AI in Customer Service module! Generative AI has become an increasingly popular tool for marketing, customer support, and customer service. In this module, you will learn how to develop and establish a framework for chatbot technology, and how chatbots are an impactful component of Generative AI for customer engagement and customer support, as aided by an example of a chatbot from Vibe Kayak's. In this module, you will learn from the Vibe Kayak's custom GPT example on how to appropriately design and develop a custom GPT chatbot, and the continuous need to evaluate and enhance a chatbots performance. Finally, in this module, you will reflect on your experiences and interactions with custom GPT chatbots as a consumer.
Read more
Syllabus
Generative AI in Customer Service
Welcome to the Generative AI in Customer Service module! Generative AI has become an increasingly popular tool for marketing, customer support, and customer service. In this module, you will learn how to develop and establish a framework for chatbot technology, and how chatbots are an impactful component of Generative AI for customer engagement and customer support, as aided by an example of a chatbot from Vibe Kayak's. In this module, you will learn from the Vibe Kayak's custom GPT example on how to appropriately design and develop a custom GPT chatbot, and the continuous need to evaluate and enhance a chatbots performance. Finally, in this module, you will reflect on your experiences and interactions with custom GPT chatbots as a consumer.
Read more
Generative AI in Customer Service: Custom GPT Chatbot Reflection
Welcome to the Generative AI in Customer Service: Chatbot Reflection module! Chatbots are important for marketing organizations to deliver more targeted and personalized marketing messages to support customers. Customers today expect a fast and customized response to their inquiries, questions, or concerns, and chatbots and help marketing organizations deliver more relevant and engaging information to customers. In this module, you will reflect on your experiences with custom GPT chatbots and articulate the best considerations and frameworks to develop a customized customer service chatbot that meets the needs of customers.
Good to know
Good to know
Know what's good ,
what to watch for , and
possible dealbreakers
Provides an foundational framework for establishing chatbots for customer support and engagement
Suitable for marketing professionals seeking to leverage chatbots and Generative AI for customer service
Leverage Generative AI for personalized customer service and engagement
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Save Customer Service in the Age of Generative AI to your list so you can find it easily later:
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Activities
Be better prepared
before
your course. Deepen your understanding
during
and
after
it. Supplement your coursework and achieve mastery of the topics covered
in Customer Service in the Age of Generative AI with these
activities:
Review Python Programming Concepts
Show steps
Ensures a strong foundation in Python, which is essential for understanding Generative AI and chatbot development.
Browse courses on
Python Programming
Show steps
-
Review core Python concepts such as data types, variables, and control flow
-
Practice writing simple Python scripts
Review Generative AI Concepts
Show steps
Refreshes knowledge of Generative AI and related concepts, ensuring a strong foundation for the course.
Browse courses on
Generative AI
Show steps
-
Review the basics of Generative AI, including its types and applications
-
Explore different Generative AI models and their capabilities
Read 'Automate the Boring Stuff with Python'
Show steps
Provides a solid foundation in Python, which is essential for building chatbots and understanding Generative AI.
View
Automate the Boring Stuff with Python, 3rd...
on Amazon
Show steps
-
Read Chapter 1-5 to get an overview of Python basics
-
Complete the practice exercises in each chapter
-
Build a simple chatbot using the skills learned in the book
Seven other activities
Expand to see all activities and additional details
Show all ten activities
GPT Chatbot Development
Show steps
Following online tutorials on developing GPT chatbots will equip you with hands-on experience and deepen your understanding of chatbot design principles.
Browse courses on
Chatbot Development
Show steps
-
Identify an online tutorial or video series on GPT chatbot development.
-
Follow the instructions in the tutorial to create your own GPT chatbot.
-
Test and evaluate your chatbot's responses and performance.
-
Refine and improve your chatbot's functionality and user experience.
Follow Chatbot Development Tutorials
Show steps
Provides practical guidance on building chatbots using Generative AI.
Browse courses on
Chatbot Development
Show steps
-
Find tutorials on reputable platforms like Udemy or Coursera
-
Choose tutorials that cover topics relevant to the course
-
Follow the tutorials step-by-step and implement the concepts in your own projects
Chatbot Role Simulation
Show steps
Role-playing simulations can help you understand the challenges and opportunities of chatbot deployment in real-world scenarios.
Show steps
-
Identify a specific customer service or marketing scenario where a chatbot can be applied.
-
Assign roles within the simulation, with one person acting as the chatbot and the other as the customer.
-
Run the simulation and analyze the chatbot's responses and the overall interaction.
-
Discuss the results of the simulation and identify areas for improvement.
Practice Building Chatbots
Show steps
Strengthens chatbot development skills through hands-on practice.
Browse courses on
Chatbot Development
Show steps
-
Choose a chatbot platform and familiarize yourself with its features
-
Design and implement chatbots for different scenarios
-
Test and evaluate the performance of your chatbots
Personalized Customer Journey Map
Show steps
Creating a personalized customer journey map will help you visualize the customer touchpoints and identify opportunities for chatbot integration.
Browse courses on
Customer Journey Mapping
Show steps
-
Identify the target customer persona and define their goals and needs.
-
Map out the customer's journey across different touchpoints, such as website, social media, email, and phone.
-
Identify pain points and areas where a chatbot can enhance the customer experience.
-
Design and prototype a chatbot that meets the identified customer needs.
Volunteer at a Customer Service Organization
Show steps
Provides real-world experience in customer service and chatbot development.
Show steps
-
Find volunteer opportunities at non-profits or organizations that use chatbots
-
Assist with chatbot development or customer support tasks
-
Learn from experienced professionals and gain practical insights
Create a Chatbot Portfolio
Show steps
Provides an opportunity to showcase chatbot development skills and creativity.
Show steps
-
Build a collection of chatbots that demonstrate your abilities
-
Create a website or portfolio to showcase your work
-
Share your portfolio with potential employers or clients
Review Python Programming Concepts
Show steps
Ensures a strong foundation in Python, which is essential for understanding Generative AI and chatbot development.
Browse courses on
Python Programming
Show steps
Show steps
Show steps
- Review core Python concepts such as data types, variables, and control flow
- Practice writing simple Python scripts
Review Generative AI Concepts
Show steps
Refreshes knowledge of Generative AI and related concepts, ensuring a strong foundation for the course.
Browse courses on
Generative AI
Show steps
Show steps
Show steps
- Review the basics of Generative AI, including its types and applications
- Explore different Generative AI models and their capabilities
Read 'Automate the Boring Stuff with Python'
Show steps
Provides a solid foundation in Python, which is essential for building chatbots and understanding Generative AI.
View
Automate the Boring Stuff with Python, 3rd...
on Amazon
Show steps
Show steps
Show steps
- Read Chapter 1-5 to get an overview of Python basics
- Complete the practice exercises in each chapter
- Build a simple chatbot using the skills learned in the book
Seven other activities
Expand to see all activities and additional details
Show all ten activities
GPT Chatbot Development
Show steps
Following online tutorials on developing GPT chatbots will equip you with hands-on experience and deepen your understanding of chatbot design principles.
Browse courses on
Chatbot Development
Show steps
Show steps
Show steps
- Identify an online tutorial or video series on GPT chatbot development.
- Follow the instructions in the tutorial to create your own GPT chatbot.
- Test and evaluate your chatbot's responses and performance.
- Refine and improve your chatbot's functionality and user experience.
Follow Chatbot Development Tutorials
Show steps
Provides practical guidance on building chatbots using Generative AI.
Browse courses on
Chatbot Development
Show steps
Show steps
Show steps
- Find tutorials on reputable platforms like Udemy or Coursera
- Choose tutorials that cover topics relevant to the course
- Follow the tutorials step-by-step and implement the concepts in your own projects
Chatbot Role Simulation
Show steps
Role-playing simulations can help you understand the challenges and opportunities of chatbot deployment in real-world scenarios.
Show steps
Show steps
Show steps
- Identify a specific customer service or marketing scenario where a chatbot can be applied.
- Assign roles within the simulation, with one person acting as the chatbot and the other as the customer.
- Run the simulation and analyze the chatbot's responses and the overall interaction.
- Discuss the results of the simulation and identify areas for improvement.
Practice Building Chatbots
Show steps
Strengthens chatbot development skills through hands-on practice.
Browse courses on
Chatbot Development
Show steps
Show steps
Show steps
- Choose a chatbot platform and familiarize yourself with its features
- Design and implement chatbots for different scenarios
- Test and evaluate the performance of your chatbots
Personalized Customer Journey Map
Show steps
Creating a personalized customer journey map will help you visualize the customer touchpoints and identify opportunities for chatbot integration.
Browse courses on
Customer Journey Mapping
Show steps
Show steps
Show steps
- Identify the target customer persona and define their goals and needs.
- Map out the customer's journey across different touchpoints, such as website, social media, email, and phone.
- Identify pain points and areas where a chatbot can enhance the customer experience.
- Design and prototype a chatbot that meets the identified customer needs.
Volunteer at a Customer Service Organization
Show steps
Provides real-world experience in customer service and chatbot development.
Show steps
Show steps
Show steps
- Find volunteer opportunities at non-profits or organizations that use chatbots
- Assist with chatbot development or customer support tasks
- Learn from experienced professionals and gain practical insights
Create a Chatbot Portfolio
Show steps
Provides an opportunity to showcase chatbot development skills and creativity.
Show steps
Show steps
Show steps
- Build a collection of chatbots that demonstrate your abilities
- Create a website or portfolio to showcase your work
- Share your portfolio with potential employers or clients
Career center
Learners who complete Customer Service in the Age of Generative AI will develop knowledge and skills
that may be useful to these careers:
Artificial Intelligence Ethics Consultant
Artificial Intelligence Ethics Consultant
Artificial Intelligence Ethics Consultants are charged with advising stakeholders on the moral and social consequences of advanced technologies, including Generative AI. The Customer Service in the Age of Generative AI course from the University of Virginia Darden School Foundation can help you build a foundation in the ethical implications of AI, particularly in the context of customer service. This course can help you understand how to develop and implement ethical frameworks for AI-powered chatbots, ensuring that they align with your organization's values and the needs of customers.
Conversational AI Developer
Conversational AI Developer
Conversational AI Developers design, develop, and maintain chatbots and other AI-powered conversational interfaces. The Customer Service in the Age of Generative AI course can help you gain the skills and knowledge you need to succeed in this role. You will learn about the latest advancements in Generative AI and how to use it to create engaging and informative chatbots. You will also learn about the best practices for developing and deploying chatbots, ensuring that they meet the needs of customers and businesses alike.
Customer Experience Manager
Customer Experience Manager
Customer Experience Managers are responsible for overseeing all aspects of the customer experience, including customer service. The Customer Service in the Age of Generative AI course can help you gain the skills and knowledge you need to excel in this role. You will learn about the latest trends in customer service and how to use Generative AI to improve the customer experience. You will also learn about the best practices for managing customer service teams and resolving customer issues.
Data Scientist
Data Scientist
Data Scientists use data to solve business problems. The Customer Service in the Age of Generative AI course can help you gain the skills and knowledge you need to succeed in this role. You will learn about the latest advancements in Generative AI and how to use it to analyze customer data. You will also learn about the best practices for developing and deploying AI models, ensuring that they are accurate and reliable.
Digital Marketing Manager
Digital Marketing Manager
Digital Marketing Managers are responsible for planning and executing digital marketing campaigns. The Customer Service in the Age of Generative AI course can help you gain the skills and knowledge you need to succeed in this role. You will learn about the latest trends in digital marketing and how to use Generative AI to create engaging and effective marketing campaigns. You will also learn about the best practices for managing digital marketing teams and measuring the success of marketing campaigns.
Growth Marketing Manager
Growth Marketing Manager
Growth Marketing Managers are responsible for developing and executing strategies to drive customer acquisition and retention. The Customer Service in the Age of Generative AI course can help you gain the skills and knowledge you need to succeed in this role. You will learn about the latest trends in growth marketing and how to use Generative AI to create effective growth marketing campaigns. You will also learn about the best practices for managing growth marketing teams and measuring the success of growth marketing campaigns.
Machine Learning Engineer
Machine Learning Engineer
Machine Learning Engineers design, develop, and maintain machine learning models. The Customer Service in the Age of Generative AI course can help you gain the skills and knowledge you need to succeed in this role. You will learn about the latest advancements in Generative AI and how to use it to develop machine learning models. You will also learn about the best practices for developing and deploying machine learning models, ensuring that they are accurate and reliable.
Marketing Analyst
Marketing Analyst
Marketing Analysts use data to analyze the effectiveness of marketing campaigns. The Customer Service in the Age of Generative AI course can help you gain the skills and knowledge you need to succeed in this role. You will learn about the latest trends in marketing analytics and how to use Generative AI to analyze marketing data. You will also learn about the best practices for developing and deploying marketing analytics models, ensuring that they are accurate and reliable.
Product Manager
Product Manager
Product Managers are responsible for overseeing the development and launch of new products. The Customer Service in the Age of Generative AI course can help you gain the skills and knowledge you need to succeed in this role. You will learn about the latest trends in product development and how to use Generative AI to create innovative new products. You will also learn about the best practices for managing product development teams and launching new products.
Project Manager
Project Manager
Project Managers are responsible for planning and executing projects. The Customer Service in the Age of Generative AI course can help you gain the skills and knowledge you need to succeed in this role. You will learn about the latest trends in project management and how to use Generative AI to improve project outcomes. You will also learn about the best practices for managing project teams and delivering projects on time and within budget.
Quality Assurance Analyst
Quality Assurance Analyst
Quality Assurance Analysts are responsible for testing and verifying the quality of software products. The Customer Service in the Age of Generative AI course can help you gain the skills and knowledge you need to succeed in this role. You will learn about the latest trends in quality assurance and how to use Generative AI to improve the quality of software products. You will also learn about the best practices for developing and executing quality assurance tests.
Salesforce Administrator
Salesforce Administrator
Salesforce Administrators are responsible for managing and maintaining Salesforce systems. The Customer Service in the Age of Generative AI course may be useful to you in this role, as it can help you learn how to use Generative AI to improve the efficiency and effectiveness of Salesforce systems.
Software Engineer
Software Engineer
Software Engineers design, develop, and maintain software applications. The Customer Service in the Age of Generative AI course may be useful to you in this role, as it can help you learn how to use Generative AI to develop innovative new software applications.
System Administrator
System Administrator
System Administrators are responsible for managing and maintaining computer systems. The Customer Service in the Age of Generative AI course may be useful to you in this role, as it can help you learn how to use Generative AI to improve the efficiency and effectiveness of computer systems.
Web Developer
Web Developer
Web Developers design and develop websites. The Customer Service in the Age of Generative AI course may be useful to you in this role, as it can help you learn how to use Generative AI to develop innovative new websites.
For more career information including salaries, visit:
OpenCourser.com/course/klo5em/customer
Reading list
We've selected nine books
that we think will supplement your
learning. Use these to
develop background knowledge, enrich your coursework, and gain a
deeper understanding of the topics covered in
Customer Service in the Age of Generative AI .
Goes through the foundational principles of customer service, and the specific techniques needed to provide the best service to clients.
Provides a comprehensive overview of natural language processing (NLP). It offers helpful background information on the fundamentals of NLP, which is essential for understanding generative AI.
Save
Provides a practical guide to chatbot design, with a focus on creating chatbots that are engaging and effective.
Provides a practical guide to NLP, with a focus on using NLP in real-world applications.
Provides a comprehensive overview of the Natural Language Toolkit (NLTK), a popular NLP library in Python.
Save
Examines the digital transformation of customer service, with a focus on emerging technologies and strategies for improving customer experiences.
Provides a comprehensive overview of speech and language processing, including the use of NLP in speech recognition and natural language understanding.
Provides a comprehensive overview of customer relationship management (CRM), including the use of AI in CRM.
Save
Explores the relationship between customer service and profitability, highlighting the importance of investing in customer satisfaction.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/klo5em/customer
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Effort
2 weeks of study, 1-2 hours per week.
Level
Introductory
Via
Coursera
Institution
University of Virginia Darden School Foundation
Instructor
Rajkumar Venkatesan
Language
English
Good to know
Provides an foundational framework for establishing chatbots for customer support and engagement
Suitable for marketing professionals seeking to leverage chatbots and Generative AI for customer service
Leverage Generative AI for personalized customer service and engagement
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