Customer Service in the Age of Generative AI

Chatbots as a service channel

This course looks at generative AI as a tool for building chatbots that engage customers and support them. It argues that a bot is only as good as the personalization behind it, and that its performance needs regular evaluation against what customers actually expect.

Topics to expect

• Why personalized chatbot replies affect how customers feel about a brand
• Ways chatbots can give more targeted and consistent support
• Routine evaluation and improvement of bot performance
• Practical integration points for AI within a support operation

A useful caution

Generative AI makes it easy to launch a bot quickly, but the course's emphasis on ongoing evaluation is the part to take seriously. Plan how a human agent takes over when a conversation goes beyond what the bot handles well, and measure that handover as closely as the bot's own answers.