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Test Innovation in the architecture of care

QUESTION 1: According to the text, what was innovation in customer service traditionally associated with?

Adoption of disruptive technologies
Improving human-centered care
Reducing operating costs
Outsourcing services

QUESTION 2: What characterizes a proactive model according to the text?

Waiting for the user to report the error
Failing to communicate with the affected person
Ignoring detected irregularities
Detect the irregularity and notify the user with an apology and a resolution

QUESTION 3: What is one benefit of imagining and neutralizing failure scenarios?

Increase in the number of complaints
Turning a disastrous experience into a demonstration of control
Reduce technological innovation
Eliminate the need for customer service

QUESTION 4: According to the text, what prevents constant proactivity?

Let dissatisfaction surface
Investment in automation
Personalizing the contact
Platform synchronization

QUESTION 5: What do automation tools free up for human agents?

Less interaction with customers
Increased workload of repetitive tasks
Time to provide humanized and empathetic support
Replacing human empathy

QUESTION 6: How should the personalization of interactions flow, according to the text?

In a rigid and standardized manner
Naturally using browsing history for suggestions
Not using user data
Through automated responses without human intervention

QUESTION 7: What combination allows complex problems to be solved quickly?

Implement advanced technology only
Increase reactive methods
Combine rapid automation with human empathy
Outsource all customer support

QUESTION 8: What does synchronizing efficient digital platforms with human judgment achieve?

Slow down problem resolution
Losing the warmth of the interaction
Positioning the brand outside the cutting edge
Resolve issues quickly while maintaining a friendly approach

This test is only available to students who have purchased the course

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