Learn whether using a chatbot is suitable for handling the most common types of calls received by hospitals, such as scheduling appointments and providing the hospital address. Prepare for the IBM Artificial Intelligence Fundamentals certification exam.
Table of Contents
Question
The majority of callers to a local hospital want to do one of the following three tasks: make an appointment, cancel an appointment, and get the hospital’s address.
Would this be an appropriate use for a chatbot and why?
A. No, because chatbots are designed for very large sets of interaction types.
B. No, because chatbots are intended for a wider range of responses.
C. Yes, because chatbots are designed for a small set of interaction types.
D. Yes, because chatbots were specifically invented to handle hospital inquiries.
Answer
C. Yes, because chatbots are designed for a small set of interaction types.
Explanation
The hospital would be a good use case for a chatbot because chatbots are programmed to answer only limited questions about a particular subject. A chatbot could help answer people’s questions about appointments and respond with the hospital address.
Chatbots are well-suited for handling a limited range of common, well-defined inquiries and tasks. In the scenario described, the majority of callers to the hospital have one of three specific goals: making an appointment, canceling an appointment, or getting the hospital’s address.
These types of interactions are ideal for a chatbot because they involve a small set of predictable inputs and outputs. The chatbot can be programmed with the knowledge and logic needed to efficiently handle appointment scheduling and provide the hospital address to callers. It does not require the broad knowledge or flexibility that would be needed for open-ended conversations or a wide variety of unpredictable inquiries.
Using a chatbot for these common requests would allow the hospital to automatically serve the bulk of caller needs, while still allowing more complex or unusual inquiries to be routed to human staff members when needed. So in this case, a chatbot is an appropriate and effective tool for enhancing the hospital’s caller support.
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