Question 174
You work for a large financial institution that is planning to use Dialogflow to create a chatbot for the company's mobile app. You have reviewed old chat logs and tagged each conversation for intent based on each customer's stated intention for contacting customer service. About 70% of customer requests are simple requests that are solved within 10 intents. The remaining 30% of inquiries require much longer, more complicated requests. Which intents should you automate first?
- A. Automate the 10 intents that cover 70% of the requests so that live agents can handle more complicated requests.
- B. Automate the more complicated requests first because those require more of the agents' time.
- C. Automate a blend of the shortest and longest intents to be representative of all intents.
- D. Automate intents in places where common words such as 'payment' appear only once so the software isn't confused.
This is the best approach because it follows the Pareto principle (80/20 rule). By automating the most common 10 intents that address 70% of customer requests, you free up the live agents to focus their time and effort on the more complex 30% of requests that likely require human insight/judgement. Automating the simpler high-volume requests first allows the chatbot to handle those easily, efficiently routing only the trickier cases to agents. This makes the best use of automation for high-volume simple cases and human expertise for lower-volume complex issues.