Slackbot CS AI Introduction

What is the name of the CS AI Slackbot?

• Mia
• Sophie
• Eve
• Luna
• Ivy

Based on the study from MIT-Stanford, which productivity metric that is not significantly improved by the help of AI?

• Resolution per hour
• Average handle time
• Chats per hour
• Resolution rate

Which Large Language Model (LLM) that is used to build Mia?

• OpenAI
• Facebook
• Google
• Apple
• Tesla

These are all capabilities of Mia, except?

• Compose a well-written and personalized response to customer’s inquiries
• Summarize long information to a format that is easy to understand
• Quickly retrieve information for ticket handling or product knowledge
• Write a poem about Xendit
• Conquer the world with other robots

Which one of these answers is not correct on how to write a prompt effectively?

• Write clear instructions
• Provide important details or context on your requests
• Use sentence that is very broad

What are the limitations of Mia CS AI?

• The AI doesn’t have long-term memory yet
• It may hallucinate and provide inaccurate information
• It is limited to 4 requests/second (RPS)
• There could be a long latency between request and response (>10 seconds)
• All correct

How can you contribute to make Mia smarter?

• Providing feedback on how to improve it
• Using it in everyday life
• Asking Mia to improve itself

These are the reason why it's important for CS team to participate in making Mia smarter, except?

• So it could serve the customers directly in the future
• To increase deflection rate
• To improve CS productivity
• To replace the entire CS team

How to make sure that CS can effectively use Mia on shift?

• Insert information manually when it’s necessary. E.g. [insert link], [merchant name], etc
• Always proofread to be sure the information provided by AI is correct
• Make sure the tone is aligned with Xendit persona
• Use QA Parameters and CS Comms Training materials as your guidance
• All correct

What are the biggest benefits of using AI in CS operation according to Hubspot study?

• AI makes customer service available 24/7
• AI automates manual tasks
• Reduces average handle time
• AI allows CS team to work on higher value activities
• All correct