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Question 15 - Certified Contact Center discussion

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Validating chatbot functionality involves testing natural language processing (NLP) accuracy. Which tool can help with this?

A.
Monitoring chatbot logs and chat transcripts to identify misinterpretations of user queries.
Answers
A.
Monitoring chatbot logs and chat transcripts to identify misinterpretations of user queries.
B.
Utilizing NLP testing tools like Annotate.io or MonkeyLearn to analyze bot responses and accuracy.
Answers
B.
Utilizing NLP testing tools like Annotate.io or MonkeyLearn to analyze bot responses and accuracy.
C.
Conducting user testing sessions with real customers to gather feedback on chatbot interactions and understanding.
Answers
C.
Conducting user testing sessions with real customers to gather feedback on chatbot interactions and understanding.
D.
All of the above, providing multi-faceted insights into chatbot NLP performance and user experience.
Answers
D.
All of the above, providing multi-faceted insights into chatbot NLP performance and user experience.
Suggested answer: D

Explanation:

Validating chatbot functionality, especially the accuracy of natural language processing (NLP), requires a combination of techniques. Monitoring logs and transcripts helps identify misinterpretations, while NLP testing tools like Annotate.io or MonkeyLearn can analyze responses for accuracy. Real user testing provides feedback on the chatbot's effectiveness in real-world interactions. Therefore, 'D. All of the above, providing multi-faceted insights into chatbot NLP performance and user experience' encompasses the comprehensive approach needed for thorough testing.

Reference: Salesforce Einstein Bots

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asked 23/09/2024
Wislon Pereira
36 questions
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