Certified Pega Decisioning Consultant v8.0 — Question 37

A telecom company is interested in improving customer engagement on social media. However, there are hundreds of relevant messages posted on Twitter every day, and it is not practical for customer service representatives (CSRs) to review and respond to all messages. Instead, CSRs should focus on negative messages.
What do you need to analyze the incoming messages?

Answer options

• A. A text analyzer
• B. A text outcome filed
• C. An adaptive model for each negative response
• D. Historical data to build a predictive model

Correct answer: A

Explanation

The correct answer is A, a text analyzer, because it helps in automatically processing and categorizing incoming messages, allowing CSRs to focus on the negative ones. Options B, C, and D do not provide the necessary tools for immediate message analysis and prioritization.