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Databricks Exam Databricks-Generative-AI-Engineer-Associate Topic 6 Question 6 Discussion
Topic #: 6
A Generative Al Engineer is responsible for developing a chatbot to enable their company's internal HelpDesk Call Center team to more quickly find related tickets and provide resolution. While creating the GenAI application work breakdown tasks for this project, they realize they need to start planning which data sources (either Unity Catalog volume or Delta table) they could choose for this application. They have collected several candidate data sources for consideration:
call_rep_history: a Delta table with primary keys representative_id, call_id. This table is maintained to calculate representatives' call resolution from fields call_duration and call start_time.
transcript Volume: a Unity Catalog Volume of all recordings as a *.wav files, but also a text transcript as *.txt files.
call_cust_history: a Delta table with primary keys customer_id, cal1_id. This table is maintained to calculate how much internal customers use the HelpDesk to make sure that the charge back model is consistent with actual service use.
call_detail: a Delta table that includes a snapshot of all call details updated hourly. It includes root_cause and resolution fields, but those fields may be empty for calls that are still active.
maintenance_schedule -- a Delta table that includes a listing of both HelpDesk application outages as well as planned upcoming maintenance downtimes.
They need sources that could add context to best identify ticket root cause and resolution.
Which TWO sources do that? (Choose two.)
In the context of developing a chatbot for a company's internal HelpDesk Call Center, the key is to select data sources that provide the most contextual and detailed information about the issues being addressed. This includes identifying the root cause and suggesting resolutions. The two most appropriate sources from the list are:
Call Detail (Option D):
Contents: This Delta table includes a snapshot of all call details updated hourly, featuring essential fields like root_cause and resolution.
Relevance: The inclusion of root_cause and resolution fields makes this source particularly valuable, as it directly contains the information necessary to understand and resolve the issues discussed in the calls. Even if some records are incomplete, the data provided is crucial for a chatbot aimed at speeding up resolution identification.
Transcript Volume (Option E):
Contents: This Unity Catalog Volume contains recordings in .wav format and text transcripts in .txt files.
Relevance: The text transcripts of call recordings can provide in-depth context that the chatbot can analyze to understand the nuances of each issue. The chatbot can use natural language processing techniques to extract themes, identify problems, and suggest resolutions based on previous similar interactions documented in the transcripts.
Why Other Options Are Less Suitable:
A (Call Cust History): While it provides insights into customer interactions with the HelpDesk, it focuses more on the usage metrics rather than the content of the calls or the issues discussed.
B (Maintenance Schedule): This data is useful for understanding when services may not be available but does not contribute directly to resolving user issues or identifying root causes.
C (Call Rep History): Though it offers data on call durations and start times, which could help in assessing performance, it lacks direct information on the issues being resolved.
Therefore, Call Detail and Transcript Volume are the most relevant data sources for a chatbot designed to assist with identifying and resolving issues in a HelpDesk Call Center setting, as they provide direct and contextual information related to customer issues.
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