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You want to improve a customer support agent to handle questions about refunds, shipping, and product availability. Which architecture design is best?

hard📝 Application Q15 of 15
Agentic AI - Real-World Agent Applications
You want to improve a customer support agent to handle questions about refunds, shipping, and product availability. Which architecture design is best?
AOnly use a fixed list of canned responses without understanding
BUse simple keyword matching for all questions
CCombine language understanding with a knowledge base and response generator
DIgnore user questions and provide a contact email only
Step-by-Step Solution
Solution:
  1. Step 1: Consider limitations of simple keyword matching

    Keyword matching alone misses nuances and complex questions.
  2. Step 2: Identify a robust architecture

    Combining language understanding, a knowledge base, and response generation allows smart, accurate answers.
  3. Step 3: Evaluate other options

    Fixed canned responses or ignoring questions reduce usefulness and user satisfaction.
  4. Final Answer:

    Combine language understanding with a knowledge base and response generator -> Option C
  5. Quick Check:

    Best design = combined smart modules [OK]
Quick Trick: Pick the option with smart understanding plus knowledge [OK]
Common Mistakes:
  • Choosing only keyword matching
  • Ignoring user questions
  • Relying on fixed canned responses

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