AWS Certified AI Practitioner Practice Exam

Which objective is suitable for evaluating the effectiveness of an LLM chatbot in reducing call center actions?

1. Website engagement rate

2. Average call duration

3. Corporate social responsibility

4. Regulatory compliance

The correct answer is: Average call duration

The objective of evaluating the effectiveness of a Large Language Model (LLM) chatbot in reducing call center actions is best measured by average call duration. This metric provides insight into how well the chatbot handles customer inquiries that would otherwise require a human representative. If the chatbot can adequately address customer questions or concerns, it should lead to shorter calls or a decrease in the number of calls that need to be escalated to a human agent. In contrast, website engagement rate focuses primarily on user interactions with a website, which doesn't directly relate to call center operations. Corporate social responsibility pertains to a company's initiatives and efforts to have a positive impact on society, which is not directly relevant to the performance of a chatbot. Regulatory compliance involves adherence to laws and regulations, which may be relevant in a broader sense but does not specifically measure the chatbot's effectiveness in operational efficiencies within the call center. Therefore, average call duration is the most appropriate metric in assessing the impact of the LLM chatbot on reducing call center actions.