Google Cloud Professional Data Engineer — Question 330

You work for a large financial institution that is planning to use Dialogflow to create a chatbot for the company's mobile app. You have reviewed old chat logs and tagged each conversation for intent based on each customer's stated intention for contacting customer service. About 70% of customer requests are simple requests that are solved within 10 intents. The remaining 30% of inquiries require much longer, more complicated requests. Which intents should you automate first?

Answer options

• A. Automate the 10 intents that cover 70% of the requests so that live agents can handle more complicated requests.
• B. Automate the more complicated requests first because those require more of the agents' time.
• C. Automate a blend of the shortest and longest intents to be representative of all intents.
• D. Automate intents in places where common words such as 'payment' appear only once so the software isn't confused.

Correct answer: A

Explanation

The correct answer is A because automating the 10 intents that address 70% of the requests allows for greater efficiency, enabling live agents to focus on the more complex inquiries. Option B is less effective as it ignores the majority of straightforward requests. Options C and D do not strategically prioritize automation based on the volume of requests, which could lead to inefficient use of resources.