Q37 — AWS AIF-C01 Ch.1

Question 37 of 100 | ← Chapter 1

A company is building a large language model (LLM)-powered question-answering chatbot. The company aims to reduce the number of actions customer service agents must take when responding to customer inquiries. Which metric should the company use to evaluate the LLM chatbot's effectiveness?

• A. Website engagement rate
• B. Average call duration ✓
• C. Corporate social responsibility
• D. Compliance

Correct Answer: B. Average call duration

Explanation

This question evaluates how to measure the effectiveness of an LLM-powered Q&A chatbot. Since the goal is to reduce agent effort per inquiry, a metric directly reflecting interaction efficiency is needed. Average call duration (option B) is appropriate—it indicates agent-customer interaction efficiency; shorter durations often correlate with reduced agent actions. Website engagement rate, corporate social responsibility, and compliance are important business metrics but do not directly reflect agent efficiency in handling inquiries. Hence, option B is correct.