Question:

Optimum has an SMS chatbot for customers with support questions, giving users quick access to 24/7 support. A customer can simply text their issue, and the bot uses language processing to bring the customer the best solution. Looking at their current chat set-up, how might Optimum optimize this chatbot?

Answer:

  • Crafting a helpful error message in case the chatbot doesn’t work as expected.
  • Adding value before they extract value and letting the visitor know how they can help.
  • Using predefined answers instead of allowing folks to type in their own answers.
  • Visualizing the conversation first using a flow chart.

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