Cognitive Care

AI can assist Agents in which different capacities?

• AI Search, Virtual Assistant, Chat co-pilot, IVR

• AI Search, Chat co-pilot, Active listening co-pilot

• Solution advisor, virtual assistant, chat co-pilot, IVR, Solution Advisor

• AI Search, Solution Advisor, Virtual Assistant, Chat co-pilot, Active listening co-pilot

What does SOE stand for?

• State of Emergency

• Standard Operating Environment

• Service Orchestration Engine

• Service Orchestrated Engine

What is the HTTP-like protocol used for voice over IP (VoIP)?

• SIP

• SPIG

• SOP

• SPI

What is the name of the system that allows an automated telephony system to interact with callers, gathers information and routes calls to the appropriate recipients?

• Chat bot

• Voice Bot

• IVR (Interactive Voice Response)

• Call Center Agent

What type of STT model learns the speaker's dialect?

• Langauge

• Acoustic

• Grammar

• Symphony

Humans can hear audio from 20Hz to 20,000Hz frequencies. What is the transitional PSTN ‘toll quality’ frequency range?

• 300-3400Hz

• 750-4200Hz

• 2000-5000Hz

• 1300-4500Hz

Will AI Bots take over the world?

• Yes, they'll turn intelligent enough to not need humans anymore

• Maybe, it depends!

• No, AI is a tool to augment human capabilities

• They have already taken over the world. Hail the MATRIX!

What are the key benefits of chat bots to business applications?

• It saves time and money and improves customer experience

• They are just good to have

• Don't know why we have to use chat bots? As is, I spend so much of my productive time on WhatsApp :-(

How does the bot understand what the customer is trying to convey?

• The bot is trained with actual customer interaction data

• It just learns by itself..

What is an intent?

• Intent refers to the goal the customer has in mind when talking or typing in a question or a response

• The reason why the bot has been designed

• Questions the bot can answer