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질문 1 의 8

A support assistant answers a policy question. What should it show to help a customer assess the answer?

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  1. A support assistant answers a policy question. What should it show to help a customer assess the answer?
    • The current source used and a clear signal when information is missing
    • A confidence score without its source
    • A list of unrelated policies
    • Only the model’s version number
  2. A customer asks to change an account setting. What should the system verify before acting?
    • Only the customer’s tone
    • That the model generated a fluent response
    • The correct account, requested change, authorization, and resulting state
    • That the same request appeared in a prior chat
  3. Ticket closures rise, but reopenings also rise. Which interpretation is sound?
    • More closures prove support quality improved
    • Closure count alone may hide unresolved customer needs
    • Reopenings are unrelated to resolution
    • Automation rate is a complete success measure
  4. What should a human handoff preserve?
    • Only the customer’s last word
    • The model’s private reasoning
    • A new unrelated ticket with no history
    • Relevant conversation and source context so the agent can continue the case
  5. Why evaluate support across languages and uncommon problems?
    • Those cases cannot be supported by humans
    • Language never changes answer quality
    • Overall performance can hide failures for specific users or cases
    • A large average guarantees equitable service
  6. A reply is generated from an old policy document. What safeguard is relevant?
    • Check source authority and freshness before sending the draft
    • Increase response length
    • Close the ticket automatically
    • Remove citations to avoid confusion
  7. Why shouldn’t a model infer permission from a customer’s wording?
    • Models cannot understand requests
    • Authorization is needed only for refunds
    • Customer wording is always malicious
    • A request is not by itself proof of account authority
  8. What can support teams learn from recorded corrections?
    • That the customer was necessarily wrong
    • Whether the answer or underlying knowledge base needs repair
    • That the model should never use sources
    • That all future cases can be automated