Question

One reason for this dissatisfaction is that chatbots struggle to “think” as humans when faced with complicated situations. For instance, there are records of customers who spent hours trying to resolve an issue with a chatbot, only to be connected with a human representative in the end. When issues are complex or unusual, a chatbot’s programming can limit its ability to solve the issue. When chatbots are assigned to such issues, it ends up wasting rather than saving customers’ time.Perhaps the greater problem is that customers sense a lack of empathy when interacting with AI. The data shows that customer satisfaction is highest when interacting with a human who understands their emotions and concerns. While AI is getting better at mimicking human emotions, it not yet able to respond in ways that feel authentically human. A recent survey found that 60% of participants felt frustrated when dealing with AI customer service because it failed to address their emotional needs.For now, AI continues to support rather than replace human customer service agents. AI can manage common and straightforward tasks, which frees up human agents to focus on unusual or complicated issues. In practice, this could look like directing simple account questions to chatbots while sending customer complaints to human agents. When companies combine these resources, the result is better service that maintains a human touch.©2023 Pearson Education, Inc. All rights reserved.2 of 2QuestionUse the text to answer the question.How does the author structure the last three paragraphs to shape the idea that combining AI with human workers results in better customer service?(1 point)ResponsesThe author uses details to explain how AI works.The author uses details to explain how AI works.The author narrates a personal story to illustrate the problems with AI.The author narrates a personal story to illustrate the problems with AI.The author identifies the main problems with AI and then explains a solution.The author identifies the main problems with AI and then explains a solution.The author uses sequence to outline steps to use AI effectively.The author uses sequence to outline steps to use AI effectively.

Answer 1

The correct response is: The author identifies the main problems with AI and then explains a solution.

In the last three paragraphs, the author discusses the limitations of AI, such as its difficulty in handling complex issues and the lack of empathy in interactions, and then proposes a solution by suggesting that AI can support human customer service agents by managing simpler tasks, thereby improving overall service.