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Introduction: Customer Care in the Age of Generative AI

via IBM Training

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Overview

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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

Reviews

4.4 rating at IBM Training based on 496 ratings

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