AWS AI Practitioner
A company is building a large language model (LLM)-based AI assistant to support service agents by automatically managing customer inquiries. The company wants to reduce the effort that customer service agents require during support calls. The company needs to select a metric to evaluate the AI assistant against one of the company's business objectives. Which metric will meet these requirements?
A
Website engagement rate
B
Average call duration
✓ Correcta
C
Agent attrition rate
D
First contact resolution rate
Explicación
Average call duration directly measures how much time customer service agents spend per support call. If the AI assistant reduces agent effort, average call duration should decrease. This metric directly aligns with the business objective of reducing the effort agents require during support calls.