Q86 — AWS AIF-C01 Ch.1

Question 86 of 100 | ← Chapter 1

A company is developing an LLM-based question-and-answer chatbot to reduce the number of actions call center agents must take when answering customer questions. Which business 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. Regulatory compliance

Correct Answer: B. Average call duration

Explanation

Evaluating the LLM chatbot’s effectiveness hinges on measuring its impact on agent workload reduction. Average call duration directly reflects the time agents spend interacting with customers—a key indicator aligned with reducing agent effort. An effective chatbot resolves queries faster, shortening call durations and lightening agent burden. Website engagement rate reflects overall site activity; corporate social responsibility relates to ethical and societal commitments; regulatory compliance concerns adherence to laws—all unrelated to measuring operational efficiency gains from the chatbot.