|
所在平台: Udemy |
课程主页: https://www.udemy.com/course/generative-ai-for-customer-experience-analyst/
课程评论：没有评论
**课程名称：** 客户体验分析师生成式AI应用 **课程概述：** 本课程面向客户体验（CX）分析师，旨在帮助他们掌握生成式AI，特别是大型语言模型（LLMs）及其驱动的技术，以革新客户互动、支持和服务以及个性化体验。 课程将从生成式AI的基础知识和AI时代CX分析师角色的演变开始。学员将了解ChatGPT等工具如何在Shopify等领先企业中重塑客户服务流程。 课程重点介绍**提示工程（Prompt Engineering）**，教授分析师如何设计指令性（instructional）和分析性（analytical）的提示，应用零样本（zero-shot）至少样本（few-shot）技术，以及构建结构化查询来总结客户之声（VoC）数据和聊天记录。 学员还将深入**AI驱动的个性化**，学习如何从行为数据构建客户画像、生成共情图（empathy maps），以及动态生成实时优惠。Stitch Fix的案例研究将展示AI驱动的大规模客户定制的实际应用。 **调查和反馈分析**是课程的另一个重要环节，学员将利用AI解读CSAT、CES和NPS等反馈，检测情绪、紧迫性和意图，并通过提示链（prompt chaining）从开放式文本中提取结构化主题。 此外，课程还将涵盖**一级（Tier-1）支持自动化**，展示CX团队如何生成常见问题解答（FAQs）、处理升级问题，并将LLMs集成到Zendesk或Intercom等平台中。 学员还将学习**主动式体验管理**，包括摩擦检测、流失预测和预测性仪表板，并以Airbnb的GenAI驱动的CX策略为例。 课程的最终目标是让学员能够**进行实际应用**，包括创建工具提示（tooltips）、多语言横幅，构建完整的CX行动手册（playbooks）和自动化工作流程，并学习应用1000多个针对CX任务的高级提示。 **课程结束时，学员将能够：** * 引领AI增强的CX转型项目。 * 将运营效率与富有同情心、智能化的规模化客户互动相结合。
In today's hyper-personalized digital landscape, Customer Experience (CX) Analysts are no longer just data interpreters-they're transformation drivers. This comprehensive course on Generative AI for Customer Experience Analysts empowers professionals to harness large language models (LLMs) and AI-driven techniques to revolutionize customer engagement, support, and personalization. Starting with a foundational understanding of Generative AI and the evolving role of CX analysts in the AI age, learners will explore how tools like ChatGPT are already redefining customer service workflows in leading organizations like Shopify.The course introduces the power of prompt engineering, teaching analysts to craft instructional and analytical prompts, apply zero-shot to few-shot techniques, and design structured queries for summarizing voice of customer (VoC) data and chat transcripts. Learners dive into AI-driven personalization-building customer personas from behavioral data, generating empathy maps, and dynamically drafting real-time offers. A case study on Stitch Fix illustrates the real-world power of AI-based customization at scale.Survey and feedback analysis take center stage, as learners use AI to interpret CSAT, CES, and NPS responses, detect emotion, urgency, and intent, and extract structured themes from open-ended text using prompt chaining. The course also covers Tier-1 support automation, showcasing how CX teams can generate FAQs, handle escalations, and integrate LLMs into platforms like Zendesk or Intercom.Learners explore proactive experience management through friction detection, churn prediction, and predictive dashboards-featuring Airbnb's GenAI-driven CX strategy. The curriculum culminates in practical applications: from creating tooltips and multilingual banners to building full CX playbooks and automation workflows and apply 1000+ advanced prompts tailored for CX tasks. By course end, learners will be equipped to lead AI-enhanced CX transformation initiatives, combining operational speed with empathetic, intelligent engagement at scale.
