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Answer: Prioritize automating the 10 intents that address 70% of inquiries, allowing agents to focus on complex issues.
**Correct Answer: C** Automating the 10 intents that cover 70% of inquiries is the most efficient strategy. This approach enables the chatbot to quickly resolve the majority of customer requests, freeing live agents to tackle the more complex 30% of inquiries. This not only optimizes the chatbot's performance but also improves customer service efficiency and satisfaction. **Why Other Options Are Incorrect:** - **A**: Automating complex intents first is less efficient as it doesn't leverage the chatbot's potential to handle the bulk of simple inquiries quickly. - **B**: While covering a range of intents is important, focusing on the most frequent inquiries ensures the chatbot is as effective as possible. - **D**: Basing automation on the rarity of common words doesn't necessarily align with customer needs or inquiry frequency, making it a less effective strategy.
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You work for a leading financial institution planning to deploy Dialogflow for a chatbot on its mobile app. Analysis shows that 70% of customer inquiries are basic, solvable within 10 intents, while the remaining 30% are complex. Which intents should be prioritized for automation to enhance efficiency?
A
Focus on automating the 30% of complex intents to reduce the workload on live agents.
B
Automate a mix of simple and complex intents to cover a broad spectrum of inquiries.
C
Prioritize automating the 10 intents that address 70% of inquiries, allowing agents to focus on complex issues.
D
Automate intents where common terms like 'payment' are infrequent to avoid software confusion.