SKILL BENCHMARK
Maximizing Customer Service with AI Awareness (Entry Level)
- 14m
- 14 questions
The Maximizing Customer Service with AI Awareness (Entry Level) benchmark measures your familiarity with artificial intelligence (AI) and some of its most common tools and practices in the customer service domain. You will be evaluated on your knowledge of AI use cases, responsible and ethical AI use, the effect of generative AI on the customer service industry, and practical uses of AI tools in customer service. A learner who scores high on this benchmark demonstrates an entry-level understanding of AI, generative AI (GenAI), and the best practices that go along with both as used in customer service.
Topics covered
- describe practical uses of AI tools in customer service
- describe the effect of generative AI on the customer service industry
- explore practical ways to use ChatGPT and other large language models (LLMs) to improve your everyday work, such as simplifying text, organizing notes, and generating content
- identify and describe the potential risks associated with AI implementation in business settings, including operational, reputational, and financial risks
- identify current and emerging trends in AI-enhanced customer service
- identify the ethical implications and potential risks of generative AI-enhanced customer service
- identify ways in which generative AI enhances customer service
- outline the ethical considerations necessary for responsible AI development and deployment, focusing on fairness, transparency, and accountability
- outline various AI technologies beyond LLMs, including their functionalities and applications in diverse fields
- provide an overview of how AI functions like a skilled assistant in the workplace
- provide an overview of how LLMs are trained and function, emphasizing the direct implications for practical use
- provide an overview of the foundational skills needed for working with AI, including prompt engineering and the importance of validating AI-generated content
- provide an overview of the practical applications of AI across various business functions, highlighting how AI can act as a personal assistant to improve efficiency and productivity
- use resources and apply strategies to stay informed on AI advancements and to advocate for innovative AI use within your organization
