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Overview
"Customer Service Using AI and Machine Learning" explores how artificial intelligence and machine learning technologies are transforming the customer service landscape. This course is designed for customer service professionals, managers, and technologists interested in leveraging AI to improve customer experiences, automate support, and increase operational efficiency. You’ll learn about AI-powered tools such as chatbots, virtual assistants, sentiment analysis, and automated ticketing systems that provide faster, personalized, and round-the-clock support. The course covers machine learning techniques used to understand customer behavior, predict...
Syllabus
Introduction
- Thriving in the AI revolution
1. How AI and ML Are Revolutionizing Customer Service
- What are artificial intelligence (AI) and machine learning (ML)?
- Why now? What enabled this technology revolution?
- Real-world applications: How service organizations are using AI and ML
2. Using AI- and ML-Powered Solutions
- Search engines: How machine learning sharpens a search
- Chatbots: Automating service interactions with virtual representatives
- Customer interaction analysis: Early warning system and coaching tools
3. Innovating with Custom Applications
- Identifying good candidates for custom AI and machine learning solutions
- Custom solution examples: Customer experience
- Custom solution examples: Operations
4. Bringing Your Ideas to Life
- Good business requirements for AI and ML
- Partnering with your engineers and data team to ensure success
- Evaluating success in your AI and ML projects
Conclusion
- Putting things into action
Instructor
Brad Cleveland
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