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Generative AI Essentials for Customer Service

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Generative AI Essentials for Customer Service

This course is part of Mastering Generative AI for Customer Service Excellence Specialization

Instructor: Edureka

Included with Coursera Plus

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4 modules

Gain insight into a topic and learn the fundamentals.

Beginner level

Recommended experience

1 week to complete

at 10 hours a week

Flexible schedule

Learn at your own pace

4 modules

Gain insight into a topic and learn the fundamentals.

Beginner level

Recommended experience

1 week to complete

at 10 hours a week

Flexible schedule

Learn at your own pace

What you'll learn

Define Generative AI fundamentals and prompt design principles for effective customer service.
Apply ChatGPT, Claude, Google AI Studio, and Copilot to craft, test, and refine effective customer prompts.
Analyze customer inquiries using Zendesk AI and Kommunicate to deliver personalized support.
Create AI-driven knowledge bases and self-service portals with Notion AI and Freshdesk.

Skills you'll gain

Details to know

Shareable certificate

Add to your LinkedIn profile

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

Learn more about Coursera for Business

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Build your subject-matter expertise

This course is part of the Mastering Generative AI for Customer Service Excellence Specialization

When you enroll in this course, you'll also be enrolled in this Specialization.

Learn new concepts from industry experts
Gain a foundational understanding of a subject or tool
Develop job-relevant skills with hands-on projects
Earn a shareable career certificate

There are 4 modules in this course

This program explores Generative AI in Customer Service, equipping support professionals, service leaders, and business managers with the skills to design and deploy AI-powered customer experience solutions. You’ll begin by mastering the foundations of Generative AI, prompt engineering basics, and advanced prompting techniques for handling queries, structured responses, and role-based service scenarios—using tools like ChatGPT, Claude AI, Google AI Studio, and Microsoft Copilot.

You’ll then advance to AI-powered Inquiry Management, applying Zendesk AI and Kommunicate for ticket classification, response drafting, and personalized chat engagement. Next, you’ll explore AI for Knowledge Management and Self-Service, leveraging Notion AI and Freshdesk to create intelligent FAQs, dynamic knowledge bases, and analytics-driven self-service portals. By the end of this program, you will be able to: - Define Generative AI fundamentals and its practical applications in modern customer service. - Apply AI tools like ChatGPT and Copilot to automate inquiries and enhance customer communication. - Create and refine effective prompts to improve accuracy and tone in AI-generated customer responses. - Personalize customer interactions using Zendesk AI and Kommunicate for seamless support. - Build AI-powered self-service portals and knowledge bases using Notion AI and Freshdesk. - Design and implement an AI-driven service strategy to boost efficiency and customer satisfaction. This program is designed for customer service professionals, support leads, and business managers aiming to integrate Generative AI into customer engagement strategies. A foundation in customer service operations and digital tools will help maximize your learning experience. Join us to unlock the full potential of Generative AI in Customer Service, and transform the way you assist, engage, and delight customers with next-generation AI systems.

Learn the fundamentals of Generative AI and its impact on customer service. Explore how AI enhances response accuracy, speeds up resolutions, and personalizes customer interactions. Build foundational skills in prompt engineering using the CLEAR framework, mastering techniques from effective prompt writing to advanced methods like role-based and iterative prompting with ChatGPT, Claude, Google AI Studio, and Copilot.

What's included

16 videos5 readings4 assignments1 discussion prompt

16 videosTotal 101 minutes

Specialization Introduction6 minutes
Course Introduction6 minutes
Basics of Generative AI6 minutes
AI Applications in Customer Service5 minutes
Customer Service Bottlenecks5 minutes
What is Prompt Engineering?6 minutes
Crafting Effective Prompts for Customer Service Tasks6 minutes
Anatomy of High-Performing Customer Service Prompts4 minutes
The CLEAR Framework for Customer Service Prompting6 minutes
Common Prompt Pitfalls and Solutions6 minutes
Demonstration: Chain-of-Thought Prompting for Customer Service7 minutes
Demonstration: Role-Based Prompting in Customer Service Contexts7 minutes
Demonstration: Iterative Prompt Refinement7 minutes
Demonstration: Prompting for Structured Outputs6 minutes
Demonstration: Advanced Prompting for Customer Inquiries7 minutes
Prompt Engineering Best Practices5 minutes

5 readingsTotal 75 minutes

Course Overview15 minutes
Introduction to Generative AI Tools for Customer Service15 minutes
Best Practices for Prompt Engineering in Customer Service15 minutes
Advanced Prompting Strategies for Customer Service15 minutes
Module Summary: Introduction to Generative AI for Customer Service15 minutes

4 assignmentsTotal 48 minutes

Knowledge Check: Introduction to Generative AI for Customer Service30 minutes
Practice Assignment: What is Generative AI?6 minutes
Practice Assignment: Prompt Engineering Basics6 minutes
Practice Assignment: Advanced Prompting Techniques6 minutes

1 discussion promptTotal 5 minutes

Introduce Yourself5 minutes

Discover how AI automates and optimizes the management of customer inquiries. Learn to classify and route tickets, generate first-response drafts, and manage follow-ups using tools like Zendesk AI. Gain hands-on experience building personalized communication workflows and AI agents with Kommunicate to improve engagement, response quality, and customer satisfaction.

What's included

7 videos3 readings3 assignments

7 videosTotal 36 minutes

AI in Inquiry Classification and Routing4 minutes
Generating Initial Response Drafts with AI4 minutes
AI-Assisted Follow-up Communications4 minutes
Demonstration: Zendesk AI for Customer Service6 minutes
Creating Personalized Email Responses4 minutes
AI for Live Chat Support4 minutes
Demonstration: Building an AI Agent for Customer Support using Kommunicate7 minutes

3 readingsTotal 45 minutes

AI Tools for Customer Inquiry Management15 minutes
Enhancing Customer Communication with AI15 minutes
Module Summary: AI-Powered Customer Inquiry Management15 minutes

3 assignmentsTotal 42 minutes

Knowledge Check: AI-Powered Customer Inquiry Management30 minutes
Practice Assignment: AI for Customer Inquiry Processing6 minutes
Practice Assignment: AI for Personalized Customer Communication6 minutes

Learn how AI streamlines knowledge creation and self-service experiences. Explore tools like Notion AI and Freshdesk to build dynamic FAQs, update knowledge bases, and deliver intelligent search recommendations. Develop skills to measure self-service success, identify content gaps, and design scalable AI-powered support ecosystems that empower both customers and teams.

What's included

9 videos3 readings3 assignments

9 videosTotal 43 minutes

Building Knowledge Articles with AI5 minutes
AI-Generated FAQ Content3 minutes
Maintaining Knowledge Base Currency5 minutes
Demonstration: Notion AI for Knowledge Base Creation6 minutes
AI for Intelligent Search and Recommendations4 minutes
Dynamic FAQ Updates with AI4 minutes
Demonstration: Self-Service Portal in Freshdesk4 minutes
AI for Content Gap Analysis3 minutes
Measuring Self-Service Success with AI6 minutes

3 readingsTotal 45 minutes

AI-Powered Knowledge Management Systems15 minutes
AI-Driven Self-Service Strategies15 minutes
Module Summary: AI in Knowledge Management and FAQ Automation15 minutes

3 assignmentsTotal 42 minutes

Knowledge Check: AI in Knowledge Management and FAQ Automation30 minutes
Practice Assignment: AI for Knowledge Base Creation6 minutes
Practice Assignment: Optimizing Self-Service with AI6 minutes

This module is designed to assess an individual on the various concepts and teachings covered in this course. Evaluate your knowledge with a comprehensive graded quiz.

What's included

1 video1 reading2 assignments1 discussion prompt

1 videoTotal 3 minutes

Course Summary3 minutes

1 readingTotal 30 minutes

Practice Project: Building an AI-Powered Support System for SubConnect30 minutes

2 assignmentsTotal 60 minutes

End Course Knowledge Check: Generative AI for Customer Service Essentials30 minutes
Designing an AI-Driven Customer Service Automation Strategy30 minutes

1 discussion promptTotal 5 minutes

Describe Your Learning Journey5 minutes

Earn a career certificate

Add this credential to your LinkedIn profile, resume, or CV. Share it on social media and in your performance review.

Instructor

Edureka

101 Courses108,304 learners

Offered by

Edureka

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Frequently asked questions

This course is ideal for customer service professionals, support leads, and business managers interested in applying Generative AI to improve service delivery, automate inquiries, and enhance customer engagement. No prior technical or coding experience is required.

The course covers the foundations of Generative AI, prompt engineering basics, and advanced prompting techniques for customer support. You’ll also explore AI tools for inquiry management (Zendesk AI, Kommunicate) and knowledge management (Notion AI, Freshdesk) to build intelligent, scalable self-service systems.

Yes! The course includes interactive demos and practice assignments using tools like ChatGPT, Claude, Google AI Studio, Microsoft Copilot, Zendesk AI, Kommunicate, Notion AI, and Freshdesk. You’ll learn by applying AI to real customer service tasks such as drafting responses, automating tickets, and creating FAQs.

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.