Generative AI for Customer Service with Microsoft 365 Copilot Professional Certificate

Overview

Elevate your customer service game with generative AI. In this learning path, dive into the world of generative AI, Microsoft 365 Copilot, and AI-driven customer journey mapping.

Learn to craft effective prompts, address customer issues with ease, and transform daily workflows to deliver exceptional service. Tune in, pass the exam, and earn your certificate. Enhance customer interactions with generative AI.Leverage Copilot to streamline service workflows.Create AI-driven customer journey maps.

Syllabus

• **Introduction to Generative AI**
Overview of Generative AI
Applications in Customer Service
Benefits and Challenges
• **Microsoft 365 Copilot for Customer Service**
Understanding Microsoft 365 Copilot
Integration with Existing Tools
Key Features and Capabilities
• **Crafting Effective AI Prompts**
Basics of Prompt Engineering
Designing Prompts for Customer Service Scenarios
Best Practices for Effective Communication
• **AI-Driven Customer Journey Mapping**
Introduction to Customer Journey Mapping
Utilizing AI to Enhance Customer Journeys
Case Studies of AI-Driven Journey Maps
• **Addressing Customer Issues with AI**
Automating Common Customer Queries
Handling Complex Customer Issues
Personalizing Customer Interactions Using AI
• **Transforming Workflows with Generative AI**
Streamlining Service Workflows with AI
Increasing Efficiency in Daily Operations
Real-world Examples of AI-Enhanced Customer Service
• **Practical Exercises and Case Studies**
Hands-on with Microsoft 365 Copilot
Building and Testing Customer Service AI Scenarios
Real-life Case Studies Analysis
• **Examination and Certification**
Preparation for the Certification Exam
Exam Structure and Topics
Achievement and Validity of the Professional Certificate
• **Conclusion and Advanced Resources**
Future Trends in AI for Customer Service
Advanced Learning Materials and Resources
Career Pathways in AI-driven Customer Service

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Taught by

Brad Cleveland, Sam Mallikarjunan, Maury Rogow, Nicholas Brazzi and Garrick Chow

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Subjects

Business