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Question: 23
You are developing a customer service chatbot using a large language model (LLM) in Databricks. The baseline model generates formal, fact-based responses, but you want to adjust the prompt so the chatbot's responses are more empathetic and conversational when handling complaints. How should you modify the prompt to best adjust the LLM's tone?
Your baseline prompt is:
"Analyze the customer's complaint and provide a solution."
Which of the following prompt modifications will most effectively adjust the response tone to be empathetic and conversational?
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Explanation:
Explanation
This modified prompt explicitly directs the model to respond in a friendly and empathetic tone, ensuring that the chatbot not only provides a solution but also acknowledges the customer's emotions.
This approach is key to handling complaints effectively, as it emphasizes understanding and empathy, which are important when dealing with customer service interactions.
- Option A focuses solely on technical accuracy and detail, missing the empathetic and conversational aspect.
- Option B encourages repeating the concern and giving a brief technical fix, but it lacks the empathy required for complaints.
- Option D emphasizes providing facts only, which would keep the tone formal and impersonal, not addressing the need for a conversational, empathetic approach.
Thus, Option C provides the best guidance for generating responses that are both solution-oriented and empathetic, improving customer satisfaction in complaint handling.
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