Introduction: Customer Care in the Age of Generative AI

This course provides an introduction to Customer Care in the Age of Generative AI and is suitable for anyone interested in learning how the latest technological advances can be used to create exceptional customer experiences. Whether interacting with a brand via phone, website, messaging, or mobile app, customers now expect personalized service and first-contact resolution. This presents both challenges and exciting opportunities to design new exceptional customer experiences.

Syllabus

After completing this course, you will understand the following:

Major causes of friction in customer service
Business impact this friction has on a company’s bottom line
Evolving customer expectations in the age of generative AI
The impact AI assistance and first-effort resolution can have on customer satisfaction, costs, and revenue
How generative AI bolsters transformation and boosts customer service performance
The top five customer care use cases for generative AI that your company should consider investing in