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Question 25 - Certified Contact Center discussion

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You need to configure reporting for bot performance analysis. Which metric best reflects customer satisfaction with the bot experience?

A.
Number of chat sessions handled by the bot versus live agents.
Answers
A.
Number of chat sessions handled by the bot versus live agents.
B.
Rate of successful resolutions achieved through bot interactions alone.
Answers
B.
Rate of successful resolutions achieved through bot interactions alone.
C.
Customer satisfaction ratings and feedback specifically gathered about the bot experience.
Answers
C.
Customer satisfaction ratings and feedback specifically gathered about the bot experience.
D.
Average conversation length and time spent interacting with the bot.
Answers
D.
Average conversation length and time spent interacting with the bot.
Suggested answer: C

Explanation:

To effectively gauge customer satisfaction with bot interactions, measuring customer satisfaction ratings and collecting specific feedback about the bot experience is essential. This metric directly reflects how customers perceive the effectiveness, efficiency, and overall experience of interacting with the bot, providing clear insights into areas of success and opportunities for improvement.

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asked 23/09/2024
Dipuo Ngwenya
27 questions
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