20. Robots in Customer Service

According to the essay, what is one specific task a service robot in a hotel might perform?
1. Answer common questions on a website.
2. Fly a drone to deliver a package.
3. Bring towels or snacks to a guest's room.
4. Fix a broken appliance.
The main purpose of a chatbot on a company's website is to:
1. Replace all human customer service agents.
2. Provide personal care and creative problem solving.
3. Make shopping online faster and easier by helping customers.
4. Carry heavy luggage for passengers at an airport.
Which of the following is NOT listed as an advantage of using robots in customer service?
1. They can work 24 hours a day.
2. They can provide empathy and complex emotional support.
3. They can give quick answers to simple questions.
4. They can reduce waiting time for customers.
Based on the essay, what is the most likely reason you would first hear a robot when you call a company?
1. The company has fired all of its human employees.
2. The robot system can help direct your call or provide information.
3. The robots are more friendly and understanding than people.
4. It is a mistake and you should call back later.
What is the central idea of the essay?
1. Robots are superior to humans in every aspect of customer service.
2. Robots are now being used in customer service, but humans are still needed for more complex situations.
3. Customer service robots are only found on websites and are called chatbots.
4. The use of robots in customer service has been a complete failure.