GE L12 Unit 5 (Vocabulary 1 part 2)

Unit 5
Vocabulary 1
part 2

Global English Level 12

What is the AI role in customer service?

AI is used to automate responses, solve simple problems, and provide quick support without always needing a human worker.

What is the AI role in customer service?

• Answering customer questions automatically
  → AI chatbots can respond to frequently asked questions 24/7.
  (Example: “How can I track my order?”)

• Providing personalized support
  → AI can analyze customer data and give recommendations based on past interactions.
  (Example: suggesting similar products a customer may like)

• Improving efficiency
  → AI handles many customers at once, reducing waiting time and workload for human staff.

• Collecting and analyzing feedback
  → AI tools can process messages or reviews to find patterns in customer satisfaction.

• Read the text (Coursebook page 78)

• What is the main idea?

• What is the main idea?

• The text explains how Artificial Intelligence (AI) is used in customer service to perform automated tasks, imitate human behavior, and improve efficiency.

Multiple Choice

What does Artificial Intelligence (AI) refer to?

• A. Robots that can only follow human orders

• B. Computers or robots that imitate human intelligence

• C. Machines that replace electricity

• D. Humans controlling robots manually

Multiple Choice

What are the two main types of AI used today?

• A. Reactive machines and limited memory machines

• B. Self-aware machines and humanoid robots

• C. Emotional robots and intelligent computers

• D. Learning machines and automatic systems

Multiple Choice

What can limited memory machines do that reactive machines cannot?

• A. Speak to humans

• B. Make coffee

• C. Store data and make predictions or decisions

• D. Follow manual instructions

Multiple Choice

What example does the text give for a limited memory AI system?

• A. Chatbots

• B. Smart home devices

• C. Service robots

• D. Driverless cars

Multiple Choice

What is the main advantage of AI in customer service?

• A. It replaces all human workers

• B. It makes people lazy

• C. It performs automated tasks efficiently and responds quickly

• D. It cannot understand customers’ needs

• Complete activity 1 & 2 (Coursebook page 78)

• Complete Listening activity 5 (Coursebook page 79)

• Complete Listening activity 5 (Coursebook page 79)

• positive attitude to AI in Customer service. (supported sentenc: "it's my firm belief that while not every piece of technology is right for every organisation, AI will be central to the future of customer service.")

• Read the text (Workbook page 56)

• What is the main idea?

• What is the main idea?

• The text explains the meaning of Artificial Intelligence (AI), how it is used in different fields, and the advantages and challenges it brings to society.

Multiple Choice

How is AI used in education?

• A. It replaces teachers completely.

• B. It helps teachers track students’ progress and personalize learning.

• C. It writes exams for students.

• D. It entertains students during class.

Multiple Choice

In which area does AI help doctors analyze data and make diagnoses?

• A. Customer service

• B. Entertainment

• C. Healthcare

• D. Transportation

Multiple Choice

What is one concern about Artificial Intelligence?

• A. It can take over human jobs.

• B. It improves accuracy.

• C. It helps communication.

• D. It increases creativity.

Multiple Choice

What is the main purpose of AI in customer service?

• A. To design advertisements

• B. To build websites

• C. To train employees

• D. To answer customer questions quickly

• Complete workbook activity 2, 3, & 4 (page 57)