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A company is building a large language model (LLM) question answering chatbot. The company wants to decrease the number of actions call center employees need to take to respond to customer questions. Which business objective should the company use to evaluate the effect of the LLM chatbot?
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RRitesh
Explanation:
Explanation
The correct answer is B. Average call duration.
Why this is the correct answer:
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Direct correlation with the stated goal: The company wants to "decrease the number of actions call center employees need to take to respond to customer questions." When employees have to perform fewer actions to handle customer inquiries, this typically leads to faster resolution times, which directly impacts average call duration.
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Key performance indicator for efficiency: Average call duration is a standard metric used in call centers to measure operational efficiency. A reduction in this metric indicates that employees are resolving issues more quickly, which aligns perfectly with the goal of reducing the number of actions needed.
Why the other options are incorrect:
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A. Website engagement rate: This measures how users interact with a website, not call center efficiency. While an LLM chatbot might be deployed on a website, the question specifically mentions call center employees, making this metric irrelevant to the stated objective.
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C. Corporate social responsibility: This refers to a company's ethical and social impact initiatives, not operational efficiency metrics. It's unrelated to measuring the effectiveness of reducing employee actions in a call center.
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D. Regulatory compliance: This concerns adherence to laws and regulations, not operational efficiency. While compliance is important, it doesn't measure the effectiveness of reducing the number of actions employees need to take.
Additional context:
When implementing an LLM chatbot to assist call center employees, other relevant metrics might include:
- First contact resolution rate
- Customer satisfaction scores (CSAT)
- Employee productivity metrics
- Reduction in average handling time
However, among the given options, average call duration is the most directly relevant metric for evaluating whether the LLM chatbot successfully reduces the number of actions employees need to take to respond to customer questions.
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