2.3 Describe How Google Cloud’s Gen AI Offerings Improve the Customer Experience. GENERATIVE-AI-LEADER Practice Questions (Page 5)

Questions 21–25

1. 21application · medium

   A utility company wants to identify the most common reasons customers call and measure customer sentiment over time. They have a large volume of call recordings. What should they use to gain these insights?

   • AAgent Search to let customers search the company's website.
   • BConversational Agents to handle customer calls.
   • CConversational Insights to automatically transcribe and analyze calls for topics and sentiment.
   • DAgent Assist to provide real-time suggestions to agents.
   Reveal Solution Discussion Select an answer first
2. 22foundation · easy

   What does Google Cloud Contact Center as a Service (CCaaS) provide?

   • AA service for building AI-powered chatbots
   • BA tool for analyzing customer conversations after they occur
   • CA platform for training machine learning models
   • DA cloud-based platform for managing customer interactions across channels
   Reveal Solution Discussion Select an answer first
4. 23foundation · easy

   Which scenario is a common use case for Google Cloud's external search offerings?

   • AA financial analyst creating a pivot table in a spreadsheet
   • BA customer service agent searching through a company's internal knowledge base to answer a customer's question
   • CA developer deploying a containerized application to a Kubernetes cluster
   • DA data scientist training a custom machine learning model on proprietary data
   Reveal Solution Discussion Select an answer first
5. 24expert · hard

   A telecom company wants to deploy a Conversational Agent to handle customer inquiries. They have a high volume of calls and a limited budget. They need to ensure the agent provides accurate answers and does not frustrate customers. What is the most important factor to consider?

   • ALimit the agent to a few intents to keep it simple.
   • BDeploy the agent without testing to save time.
   • CUse the cheapest language model available to reduce costs.
   • DDesign the agent with clear fallback to human agents for complex or unrecognized queries.
   Reveal Solution Discussion Select an answer first
6. 25expert · hard

   A large e-commerce company wants to improve customer experience while controlling costs. They have a high volume of simple inquiries and a smaller volume of complex issues. They are considering implementing the Customer Engagement Suite. Which approach best balances automation and human touch?

   • AUse Conversational Agents for all customer interactions to minimize human involvement.
   • BImplement Conversational Insights to identify issues, but do not change the current process.
   • CRely on Agent Assist for all interactions, keeping human agents for everything.
   • DDeploy Conversational Agents for simple inquiries and use Agent Assist to support human agents for complex issues.
   Reveal Solution Discussion Select an answer first