AIF-C01 Question 24
Select 3A large e-commerce company wants to improve its customer support efficiency. Currently, customers have to wait for several minutes to connect with a human agent for common queries like order tracking, refund status, or account issues. Which AI/ML-based solutions could provide value in this scenario?
- A
Implement a chatbot using Amazon Lex to handle common customer queries.
- B
Use Amazon Rekognition to analyze customer emotions during support calls.
- C
Apply Amazon Comprehend to extract insights from customer feedback and identify trends.
- D
Develop a machine learning model to predict product returns based on customer purchase history.
- E
Utilize Amazon Translate to support multilingual customer queries.
Show answer and explanation
Correct answers: A, C, E
Explanation
The best AI/ML solutions for this scenario focus on automating common customer support tasks and extracting insights for process improvement. Amazon Lex can automate chat-based interactions, Amazon Comprehend can analyze feedback trends, and Amazon Translate can enable multilingual support, making the customer support system more efficient and scalable.
- A. Correct.
Implementing a chatbot using Amazon Lex can automate responses to common queries like order tracking or refund status, reducing the workload for human agents and improving response times.
- B. Incorrect.
Amazon Rekognition is primarily used for image and video analysis, such as detecting objects or facial emotions. It is not directly relevant to improving response efficiency for customer queries in this scenario.
- C. Correct.
Amazon Comprehend can analyze customer feedback to identify trends and insights, such as frequently reported issues, which can help improve the overall customer support process.
- D. Incorrect.
Predicting product returns is unrelated to improving customer support efficiency in this scenario. It is more relevant to inventory management and sales forecasting.
- E. Correct.
Amazon Translate can enable multilingual support, allowing the chatbot or support team to handle queries from customers who speak different languages, thereby enhancing scalability and accessibility.