AI-Driven Customer Service
Transform your customer service operations with the power of artificial intelligence. In this course, you’ll explore how AI can revolutionize the way you provide support. You’ll learn how to implement scalable solutions that enhance both agent productivity and customer satisfaction. Additionally, you'll discover how support reps, customer success managers, and service leaders can use AI in their daily work. Finally, through practical examples and real-world use cases, you'll gain the skills to implement AI-driven strategies that streamline your support processes, increase long-term customer retention, and drive business growth.
Includes
Contact Management
Instructors
Brenna is a Lead Professor for HubSpot Academy living in Atlanta, GA, USA. Before joining the Academy team, Brenna was a customer education manager at an ABM tech company and the marketing manager at a HubSpot partner agency. As a Professor, Brenna's goal is to help people implement, manage, and customize HubSpot through accessible technical education. Outside of the virtual classroom, Brenna loves hiking with her three dogs, watching horror movies, and combing through interior design content.
Adriti Gulati
Adriti is an Inbound Professor focusing on all things customer service. Prior to HubSpot, Adriti worked at a non-profit educational program focusing on getting high school students into colleges and universities. She is passionate about ensuring education is accessible for all. Outside of work, Adriti can be found at your local Chinese restaurant, playing pickle ball, or hiking through southern California.
Curriculum
Customer Service in the AI Era
Lesson - 27 min
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Lesson instructor: Brenna Zenaty In the era of artificial intelligence (AI), service organizations must balance efficient processes with personalized experiences. In this lesson, you'll explore how the customer experience landscape is evolving. You’ll analyze how higher expectations, increased ticket volumes, and resource constraints are creating operational challenges for service teams across industries. You'll also identify specific improvement opportunities within customer-facing teams that can enhance both employee satisfaction and customer outcomes. Building on this foundation, you'll discover how AI technologies can help you reduce response times, delight your customers, and improve team productivity. Finally, you'll create an action plan to help you identify and prioritize the most valuable AI implementation opportunities for your organization.
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Support Customers at Scale with Breeze
Lesson - 34 min
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Lesson instructor: Adriti Gulati Grow your customer base confidently, knowing your support operations can scale efficiently alongside it. In this lesson, you’ll explore how Breeze can help you handle increased demand, deliver remarkable service, and strengthen customer relationships. You’ll gain practical skills in delivering AI-driven support through the help desk workspace. Along the way, you’ll use the customer agent to reduce ticket volume and response times. Additionally, you’ll keep your support content up to date using the knowledge base agent. Finally, to take service quality even further, you’ll use data and insights from conversational intelligence.
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