Skill Level Intermediate
- Artificial intelligence and machine learning are absolutely revolutionizing the world of work. Some jobs are being created, some are being eliminated, and the rest are being profoundly transformed. This is especially true in customer service, where every organization is caught between the need to deliver customer satisfaction on the one hand, and the imperative to control costs on the other. I want to give customer service professionals the tools they need to thrive in this time of change. To do that, I'll explain why AI is driving change so quickly now. I'll propose some opportunities to take advantage of these emerging technologies by using tools you can buy off the shelf, no data scientists required. For those who are willing to blaze new trails, I'll identify different problems custom developed AI solutions can solve. And I'll show you how to take your ideas from concept to production, to a system that delivers measurable business benefit. With so much change coming so quickly, customer service people have lots of questions. What's the difference between artificial intelligence and machine learning? What's different about the new generation of search engines? How well do chatbots actually work? Are neural networks and deep learning really a thing? And if so, what makes them different? What exactly does a data scientist do? And how can they help us? I'm David Kay, I developed software for many years and became Vice President of Solutions and Technology for a customer service search engine company. Over 15 years ago I left the lab behind and founded a consulting firm to guide customer service organizations as they adopt industry best practices and new technology. If you're ready to take advantage of all that emerging technologies can do for you and your customers, please join me in this LinkedIn Learning course on artificial intelligence and machine learning for customer service.