Using AI for Customer Service
Learning objectives
- Identify key AI tools used in modern customer service, including chatbots, predictive analytics, and generative AI powered by large language models (LLMs).
- Enhance the customer journey through automation, personalization, and proactive support.
- Recognize common risks of AI in customer service, including hallucinations, misinformation, tone inconsistency, and brand misalignment.
- Apply best practices for integrating AI into customer service workflows, including clear escalation paths, brand voice guardrails, and human oversight.
- Design a strategy for using AI to assist customer experience goals and overall service strategy, rather than simply automating tasks.
Course overview
AI continues to reshape customer service by helping organizations respond faster, personalize interactions, and support customers more effectively. Strong customer experiences depend on balancing AI capabilities with human judgment, empathy, and oversight. Employees who understand where AI adds value—and where people must remain involved—can improve service outcomes while maintaining customer trust.
The individuals involved in the development and promotion of this course do not receive any compensation or financial benefits outside of their regular employment for their work on this course.
- 7 minutes
- Format: Video
- Tier: 1
- Course ID: 17775
English
Course Outline
- AI Tools in Modern Customer Service
- Enhancing the Customer Journey With AI
- When AI Works and When It Doesn't
- Risks and Challenges of AI in Customer Service
- Best Practices for Implementation