Customer Service in the Age of Generative AI

Instructor: Rajkumar Venkatesan, Ronald Trzcinski Professor of Business Administration at the Darden School of Business, University of Virginia In the Customer Service in the Age of Generative AI course, I gained foundational knowledge on using Generative AI to create and refine chatbots tailored for customer service and engagement. The course covered essential frameworks for designing custom chatbots that provide targeted and relevant customer support, emphasizing how personalized interactions enhance customer satisfaction and service quality. Through practical examples, like a case study on Vibe Kayak's custom chatbot, I learned step-by-step approaches to developing and implementing an effective Generative AI-driven chatbot. This example provided insights into the iterative process of evaluating and refining chatbot performance to ensure it meets evolving customer expectations. The course also offered hands-on reflection activities to deepen my understanding of how to customize chatbots for diverse marketing needs. Completing this course equipped me with practical skills for leveraging Generative AI in customer service, making it especially valuable for marketing professionals looking to enhance customer engagement with AI-powered solutions.