AI-900 Question #1: Real Exam Question with Answer & Explanation

Question

A company employs a team of customer service agents to provide telephone and email support to customers. The company develops a webchat bot to provide automated answers to common customer queries. Which business benefit should the company expect as a result of creating the webchat bot solution?

Options

• Aincreased sales
• Ba reduced workload for the customer service agents
• Cimproved product reliability

Explanation

A webchat bot automating common customer queries directly leads to a reduced workload for human customer service agents. This enables agents to focus on more complex issues and improves overall efficiency.

Common mistakes.

• A. While improved customer experience might indirectly lead to increased sales, a webchat bot's primary and most direct benefit is not sales generation but rather streamlining support operations.
• C. A webchat bot addresses customer queries and does not directly impact the fundamental design, manufacturing, or quality assurance processes that determine product reliability.

Concept tested. Business benefits of chatbots

Reference. https://learn.microsoft.com/en-us/azure/bot-service/bot-builder-basics-what-is-a-bot?view=azure-bot-service-4.0

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