The business objective to evaluate the effect of an LLM chatbot aimed at reducing the actions required by call center employees should be average call duration.
Average Call Duration:
This metric measures the time taken to handle a customer call or query. A successful LLM chatbot should reduce the call duration by efficiently providing answers, minimizing the need for human intervention.
By decreasing the average call duration, the company can improve call center efficiency, reduce costs, and enhance the user experience.
Why Option B is Correct:
Direct Impact: The objective aligns directly with the goal of reducing the number of actions call center employees must take.
Operational Efficiency: Reducing call duration is a clear indicator of the chatbot's effectiveness in assisting customers without human help.
Why Other Options are Incorrect:
A. Website engagement rate: Is unrelated to call center operations.
C. Corporate social responsibility: Does not relate to call center efficiency.
D. Regulatory compliance: Is important but does not measure the effectiveness of a chatbot in reducing employee actions.
