<text variant="body1">This specialization is designed for professionals in customer support who are interested in enhancing their careers and job performance using generative AI. <text variant="body1">This specialization is for you if you are: <text variant="body1"> - A customer support representative who wants to enhance your career by leveraging the power of generative AI <text variant="body1"> - An IT support specialist looking to upskill and integrate generative AI into your work <text variant="body1"> - A manager or a team leader in customer support seeking to enhance workflows and leverage AI for data-driven decision-making <text variant="body1"> - An owner of a startup or a small business seeking to adopt AI-driven customer service <text variant="body1"> - A professional transitioning into roles in customer support <text variant="body1"> - An individual seeking an introduction to leveraging generative AI in customer support

The courses in this specialization have been designed in a logical sequence. It is recommended that the courses be taken in the order they are presented to derive maximum learning.

This course is completely online, so there’s no need to show up to a classroom in person. You can access your lectures, readings and assignments anytime and anywhere via the web or your mobile device.

Yes! To get started, click the course card that interests you and enroll. You can enroll and complete the course to earn a shareable certificate. When you subscribe to a course that is part of a Specialization, you’re automatically subscribed to the full Specialization. Visit your learner dashboard to track your progress.

Yes. In select learning programs, you can apply for financial aid or a scholarship if you can’t afford the enrollment fee. If fin aid or scholarship is available for your learning program selection, you’ll find a link to apply on the description page.

No, you cannot take this course for free. When you enroll in the course, you get access to all of the courses in the Specialization, and you earn a certificate when you complete the work. If you cannot afford the fee, you can apply for financial aid.

Spezialisierung „Generative AI for Customer Support “

Spezialisierung „Generative AI for Customer Support “

Unlock Potential of Gen AI for Customer Support.

Learn how to leverage the capabilities and tools of generative AI to provide enhanced customer support and drive excellent customer experiences in just 3 weeks!

Dozenten: SkillUp

3.300 bereits angemeldet

Bei Mehr erfahren enthalten

3-teilige Kursreihe

Befassen Sie sich eingehend mit einem Thema

aus 12,078 Bewertungen von Kursen in diesem Programm

Stufe Mittel

Empfohlene Erfahrung

4 Wochen zu vervollständigen

unter 10 Stunden pro Woche

3-teilige Kursreihe

Befassen Sie sich eingehend mit einem Thema

aus 12,078 Bewertungen von Kursen in diesem Programm

Stufe Mittel

Empfohlene Erfahrung

4 Wochen zu vervollständigen

unter 10 Stunden pro Woche

Was Sie lernen werden

Job-ready skills using generative AI specifically tailored to customer support scenarios in just 3 weeks
Generative AI fundamentals and its applications in customer support, including ethical considerations and challenges
How to develop effective prompts and apply generative AI techniques to analyze sentiment and provide proactive support solutions
How to use generative AI tools and chatbots for diverse scenarios, including automating customer responses and supporting multilingual interactions

Kompetenzen, die Sie erwerben

Kategorie: Customer Analysis
Kategorie: Artificial Intelligence and Machine Learning (AI/ML)
Kategorie: Prompt Engineering Tools
Kategorie: AI literacy
Kategorie: AI powered creativity
Kategorie: Prompt Patterns
Kategorie: Product Support
Kategorie: Model Evaluation
Kategorie: Responsible AI
Kategorie: Procedure Development
Kategorie: Generative Model Architectures
Kategorie: Multimodal Prompts
Kategorie: Customer Service
Kategorie: Generative AI Agents
Kategorie: Customer Support
Kategorie: Standard Operating Procedure
Kategorie: LLM Application

Werkzeuge, die Sie lernen werden

Kategorie: ChatGPT
Kategorie: Prompt Engineering
Kategorie: Generative AI

Wichtige Details

Zertifikat zur Vorlage

Zu Ihrem LinkedIn-Profil hinzufügen

Unterrichtet in Englisch

Flexibler Zeitplan

In Ihrem eigenen Lerntempo lernen

Erfahren Sie, wie Mitarbeiter führender Unternehmen gefragte Kompetenzen erwerben.

Weitere Informationen zu Coursera für Unternehmen

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Erlernen Sie gefragte Kompetenzen von Universitäten und Branchenexperten.
Erlernen Sie ein Thema oder ein Tool mit echten Projekten.
Entwickeln Sie ein fundiertes Verständnisse der Kernkonzepte.
Erwerben Sie ein Karrierezertifikat von IBM.

Spezialisierung - 3 Kursreihen

As per Gartner, 85% of customer service leaders now plan to adopt conversational generative AI. As businesses turn to AI, this Generative AI for Customer Support specialization teaches customer support professionals, managers, and startup and small business owners how to leverage generative AI effectively in just 3 weeks!

During the program, you’ll explore the core concepts and capabilities of gen AI and learn how to leverage these capabilities throughout the customer support lifecycle. You’ll learn the useful techniques for prompt engineering that optimize the outcomes produced. Plus, you’ll discover how generative AI can help you automate customer responses, develop FAQs, train support agents, perform sentiment analysis, and provide proactive support.

You’ll also get valuable hands-on practice using generative AI tools and chatbots for different use cases related to improving customer interactions and streamlining customer support operations.

You’ll gain insights from experts as they explore the key concepts covered in the specialization.

If you work in a customer support environment and want to leverage the true power of generative AI to enhance your career, enroll today!

Übungsprojekt

Through hands-on labs and projects, you’ll gain practical experience in harnessing generative AI for customer support. By applying generative AI tools to real-world scenarios, you’ll build job-ready skills to leverage in your role.

You’ll learn how to draft effective prompts for generating relevant outputs for common scenarios in customer support. Plus, you’ll use generative AI tools to streamline workflows and diverse tasks in customer support. Some examples of the labs included are:

Generate Text Using Generative AI
Generating Text, Images, and Code
Naive Prompting and the Persona Pattern
The Chain-of-Thought Approach in Prompt Engineering
The Tree-of-Thought Approach in Prompt Engineering
Working with Generative AI Tools for Customer Support
Exploring Common Prompts for Generative AI in Customer Support
Using Generative AI to Create FAQs
Performing Sentiment Analysis Using Generative AI
Using Generative AI for Problem Management

Generative AI: Introduction and Applications

KURS 1, 8 Stunden

Was Sie lernen werden

Describe generative AI and distinguish it from discriminative AI.
Describe the capabilities of generative AI and its use cases in the real world.
Identify the applications of generative AI in different sectors and industries.
Explore common generative AI models and tools for text, code, image, audio, and video generation.

Kompetenzen, die Sie erwerben

Kategorie: Generative AI

Kategorie: Multimodal Prompts

Kategorie: Generative Model Architectures

Kategorie: Machine Learning

Kategorie: Prompt Engineering Tools

Kategorie: AI literacy

Kategorie: AI powered creativity

Kategorie: ChatGPT

Kategorie: Artificial Intelligence and Machine Learning (AI/ML)

Generative AI: Prompt Engineering Basics

KURS 2, 10 Stunden

Was Sie lernen werden

Explain the concept and relevance of prompt engineering in generative AI models.
Apply the best practices for creating prompts.
Assess commonly used tools for prompt engineering.
Apply common prompt engineering techniques and approaches for writing effective prompts.

Kompetenzen, die Sie erwerben

Kategorie: Prompt Engineering

Kategorie: Prompt Patterns

Kategorie: Image Quality

Kategorie: Generative AI

Kategorie: ChatGPT

Kategorie: AI literacy

Kategorie: LLM Application

Kategorie: Model Evaluation

Generative AI: Transform Your Customer Support Career

KURS 3, 9 Stunden

Was Sie lernen werden

Job-ready generative AI skills businesses need for enhancing customer interactions and streamlining customer support operations
How to use GenAI for automating responses, creating FAQs, user guides, and enabling multilingual support
How to leverage GenAI for SOP documentation, sentiment analysis, and proactive customer support
A good understanding of the ethical considerations, challenges, and best practices for integrating AI into customer support

Kompetenzen, die Sie erwerben

Kategorie: Generative AI

Kategorie: Customer Support

Kategorie: AI Integrations

Kategorie: Responsible AI

Kategorie: Prompt Engineering

Kategorie: Automation

Kategorie: Business Process Automation

Kategorie: Data Ethics

Kategorie: LLM Application

Kategorie: Customer experience improvement

Kategorie: Customer Insights

Kategorie: Procedure Development

Kategorie: Customer Service

Kategorie: Generative AI Agents

Kategorie: Standard Operating Procedure

Kategorie: Customer Analysis

Kategorie: User Feedback

Kategorie: AI literacy

Kategorie: AI Workflows

Kategorie: Product Support

Erwerben Sie ein Karrierezertifikat.

Fügen Sie dieses Zeugnis Ihrem LinkedIn-Profil, Lebenslauf oder CV hinzu. Teilen Sie sie in Social Media und in Ihrer Leistungsbeurteilung.

Dozenten

SkillUp

169 Kurse567.662 Lernende

von

IBM

SkillUp

Warum entscheiden sich Menschen für Coursera für ihre Karriere?

Felipe M.

Lernender seit 2018

„Es ist eine großartige Erfahrung, in meinem eigenen Tempo zu lernen. Ich kann lernen, wenn ich Zeit und Nerven dazu habe.“

Jennifer J.

Lernender seit 2020

„Bei einem spannenden neuen Projekt konnte ich die neuen Kenntnisse und Kompetenzen aus den Kursen direkt bei der Arbeit anwenden.“

Larry W.

Lernender seit 2021

„Wenn mir Kurse zu Themen fehlen, die meine Universität nicht anbietet, ist Coursera mit die beste Alternative.“

Chaitanya A.

„Man lernt nicht nur, um bei der Arbeit besser zu werden. Es geht noch um viel mehr. Bei Coursera kann ich ohne Grenzen lernen.“

Bewertungen von Lernenden aus Generative AI for Customer Support

Durchschnitt über alle 3 Kurse

5 Sterne
79,46 %
4 Sterne
15,24 %
3 Sterne
2,94 %
2 Sterne
0,95 %
1 Stern
1,39 %

Kurs: Generative AI: Introduction and Applications

5.0

Geprüft am 4. März 2024

A good introduction to the capabilities of generative AI, I recommend this to anyone that is curious or interested in the subject of generative AI and its real world applications

Kurs: Generative AI: Prompt Engineering Basics

5.0

Geprüft am 25. Juli 2025

This course was an eye-opening introduction into the power of prompt engineering and how strategic inputs can drive more accurate, creative, and relevant responses from generative AI models.

Kurs: Generative AI: Introduction and Applications

5.0

Geprüft am 29. Juli 2024

This was such an amazing course. This course changed everything I knew about the AI. After this course my knowledge with regards to AI and it capabilities changed significantly.

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Schließen Sie sich den über 4.700 globalen Unternehmen an, die Coursera for Business wählen

Häufig gestellte Fragen

This specialization is self-paced. On average, learners who spend 5–6 hours a week can complete it in 3 weeks.

This specialization is designed for professionals in customer support who are interested in enhancing their careers and job performance using generative AI.

This specialization is for you if you are: 

- A customer support representative who wants to enhance your career by leveraging the power of generative AI

- An IT support specialist looking to upskill and integrate generative AI into your work

- A manager or a team leader in customer support seeking to enhance workflows and leverage AI for data-driven decision-making

- An owner of a startup or a small business seeking to adopt AI-driven customer service

- A professional transitioning into roles in customer support

- An individual seeking an introduction to leveraging generative AI in customer support

This specialization requires fundamental knowledge of customer support.

The specialization is designed to boost your customer support career by providing the knowledge and practical skills to leverage the power of generative AI.

You will be able to design effective prompts to generate relevant output from generative AI tools for diverse use cases in customer support.

You will be able to leverage generative AI tools and AI-driven chatbots for product inquiries, perform sentiment analysis to understand customer emotions, and develop multilingual support solutions to enhance global interactions.

Additionally, you will be able to streamline workflows by integrating generative AI into customer support processes, create standardized operating procedures (SOPs), and apply proactive strategies by analyzing customer behavior.