Implementing chatbots can reduce workload for customer service teams by automating common queries. Learn how AI-powered self-service frees up agents to handle complex issues.
Table of Contents
Question
A company employs a team of customer service agents to provide telephone and email support to customers. The company develops a webchat bot to provide automated answers to common customer queries. Which business benefit should the company expect as a result of creating the webchat bot solution?
A. increased sales
B. a reduced workload for the customer service agents
C. improved product reliability
Answer
B. a reduced workload for the customer service agents
Explanation
The correct answer is B. A reduced workload for the customer service agents. This is a possible business benefit that the company can expect as a result of creating the webchat bot solution.
A webchat bot is a type of conversational AI system that can interact with users through text or voice on a website or an app. A webchat bot can provide automated answers to common customer queries, such as FAQs, product information, order status, or troubleshooting. A webchat bot can also escalate complex or sensitive queries to human agents, or transfer the conversation to other channels, such as phone or email.
By creating a webchat bot solution, the company can expect to reduce the workload for the customer service agents. This is because the webchat bot can handle a large number of customer queries simultaneously, and resolve them quickly and accurately, without requiring human intervention. This can free up the customer service agents from repetitive and mundane tasks, and allow them to focus on more challenging and rewarding tasks, such as providing personalized and empathetic service, solving complex problems, or building customer relationships.
The other options are not necessarily business benefits that the company can expect as a result of creating the webchat bot solution.
Increased sales is a possible business outcome, but not a direct benefit, of creating the webchat bot solution. Increased sales can result from improved customer satisfaction, loyalty, and retention, which can be influenced by the quality and effectiveness of the webchat bot solution. However, increased sales can also depend on other factors, such as the product quality, price, availability, and demand, which are not related to the webchat bot solution.
Improved product reliability is not a business benefit of creating the webchat bot solution, but rather a product quality attribute that the company should ensure for the webchat bot solution itself. Product reliability means that the product performs consistently and correctly under specified conditions and over a period of time. The company should ensure that the webchat bot solution is reliable, as well as usable, secure, and scalable, to meet the customer needs and expectations.
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