Discover how implementing an AI-powered webchat bot can provide significant business benefits for your company’s customer service operations, including reduced workload for agents.
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
Implementing a webchat bot to automatically handle common customer queries will likely lead to a reduced workload for the company’s customer service agents. By having the bot provide instant answers to frequently asked questions and simple issues, fewer of these routine queries will need to be handled by human agents. This frees up the agents’ time to focus on more complex or unique customer issues that require a human touch.
While a webchat bot may indirectly lead to increased sales (if it provides a better customer experience) or improved product reliability (if it identifies common product issues), these are less direct outcomes. The most immediate and expected benefit is the reduced workload on customer service staff by automatically handling a portion of incoming customer queries. So B is the best answer.
In summary, a key benefit of implementing AI-powered webchat bots for customer service is that they can automate answers to common questions, directly resulting in a lighter workload for human service agents. This allows agents to be more efficient and focus their efforts on trickier problems.
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