Generative AI for Customer Service Professionals

Transform Your Workday with Generative AI

Generative AI is transforming the way we work, and customer-facing professionals are at the forefront of this shift. This course bridges AI technical knowledge and application by equipping customer service agents and front-line teams with the practical skills they need to harness generative AI for real-world tasks. From crafting personalized, context-driven responses to analyzing customer feedback and streamlining workflows, this course provides the tools to elevate productivity, improve customer interactions, and make work more efficient—all without requiring technical expertise.

The video takes a hands-on, step-by-step approach to ensure learners grasp the practical application of generative AI tools. I’ll guide you through each concept, speaking directly to you while visually demonstrating key elements on screen. You’ll see real-world examples of prompts, workflows, and outputs as I walk you through the process of building and refining them. The lessons are interactive and modular, allowing you to follow along with exercises and immediately apply the techniques to your own work. With clear visuals, easy-to-follow instructions, and a focus on practical use cases, this method ensures that you not only understand the concepts but feel confident using AI tools in your daily tasks.

Through the training, Di Le will also show prompt engineering examples in the top LLMs in use: ChatGPT, Gemini, and Claude.

About the Instructor

Di Le is deeply immersed in human-centered AI design, bringing strategic insights to the forefront of responsible AI development at ServiceNow and international organizations. Di champions research and design efforts to make autonomous systems and generative AI more accessible, advancing public understanding of AI’s impact on society. She has played a pivotal role in crafting the standard for human-AI collaborative workflows, significantly impacting the deployment of autonomous mobile robots and generative AI applications worldwide.

Beyond work in HCAI and HCI, Di Le has assisted organizations in creating frameworks and tools that underpin responsible AI practices.

Di Le is committed to fostering conversations about responsible AI as a technology innovator, an ambassador for Google’s Women Techmakers, and a public communicator. She aspires to develop technology that addresses pressing human challenges and embodies the principles of benefit and benevolence, shaping a future where innovation and ethics converge.

LinkedIn: www.linkedin.com/in/dile/

Skill Level

Beginner to Intermediate
Learn How To

Use AI for Summarization
Data Analysis: Use AI to analyze customer feedback trends or extract insights from survey data.
Creative Writing: Generate personalized responses, engaging social media content, or tailored email templates.
Training Support: Develop mock scenarios or scripts to upskill new team members
Handling Sensitive Conversations with AI
Boosting Collaboration and Efficiency
Ensuring Ethical and Responsible Use
Course requirement

General awareness of Generative AI and its uses

Who Should Take This Course

Anyone in a business role that interfaces with customers on a daily basis, including

Customer Service Agents: Professionals managing customer inquiries, complaints, and requests through email, chat, or social media
Service Desk Agents: Individuals providing IT or technical support to customers or internal employees
Frontline Workers: Employees in retail, hospitality, healthcare, or other customer-facing roles who interact with customers
Call Center Representatives: Agents handling high volumes of customer calls for inquiries, support, or sales
Support Specialists: Team members assisting customers with specific product or service-related concerns