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Answer: Focus on automating the 10 intents that handle 70% of the inquiries, enabling live agents to dedicate more time to resolving the more complex 30% of inquiries.
**Correct Answer: C** **Why?** - **Efficiency and Impact:** Automating the 10 intents that cover 70% of inquiries allows for immediate and significant reductions in the workload of live agents, enabling them to focus on complex queries that require human intervention. - **Resource Optimization:** This approach ensures that development resources are allocated to areas with the highest return on investment, both in terms of customer satisfaction and operational efficiency. - **Scalability:** Starting with simpler, high-frequency intents provides a solid foundation for the chatbot, making it easier to scale and add more complex intents later. **Other Options Considered:** - **Balanced Automation:** While covering a wide range of intents is appealing, it may dilute the immediate benefits and efficiency gains. - **Complex Intents First:** Although automating complex intents could save time in the long run, the initial development effort and risk are higher, with less immediate impact on overall efficiency. - **Keyword-Based Automation:** Focusing on keywords without considering the intent's complexity or frequency may lead to inefficient automation and missed opportunities for significant workload reduction.
Author: LeetQuiz Editorial Team
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Your financial institution is implementing a Dialogflow chatbot for its mobile app to enhance customer service. After a thorough analysis of historical chat logs, it's observed that 70% of customer inquiries are straightforward and can be resolved using just 10 predefined intents. The remaining 30% involve complex queries requiring detailed attention. Given the constraints of limited development resources and the need to maximize both efficiency and customer satisfaction, which strategy should you adopt for automating intents? Choose the best option.
A
Automate a balanced selection of both simple and complex intents to ensure comprehensive coverage of customer inquiries, despite the potential for increased initial development time and complexity.
B
Prioritize automating the complex intents first, as they are more time-consuming for live agents and automating them could significantly reduce operational costs.
C
Focus on automating the 10 intents that handle 70% of the inquiries, enabling live agents to dedicate more time to resolving the more complex 30% of inquiries.
D
Automate intents based on the frequency of specific keywords like 'account' or 'transaction', regardless of the complexity or simplicity of the intent, to streamline the chatbot's response mechanism.
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