Central Ideas Quick Check

Question

5 of 55 of 5 Items

Feature
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.

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2 of 2
Question
Use the text to answer the question.

How do paragraphs 3–5 contribute to the central ideas in the text?

(1 point)
Responses

They transition between two ideas.
They transition between two ideas.

They connect two unrelated ideas.
They connect two unrelated ideas.

They dispute an opposing view.
They dispute an opposing view.

They introduce a new topic.
They introduce a new topic.

Answer 1

The correct response is:

They transition between two ideas.

Paragraphs 3–5 move the discussion from the limitations of chatbots in addressing complex customer service issues to the way AI can complement human agents, illustrating how the two can work together to improve customer service.