A company wants to use generative AI (gen AI) for their customer service department. They want to follow Google-recommended practices. Which use case is a suitable application?
A.
Use gen AI to generate personalized responses to customer inquiries, assisting human agents in providing better support.
B.
Use gen AI to automate responses to customer inquiries, eliminating the need for human customer service agents.
C.
Use gen AI to create favorable customer reviews to improve the company ' s online reputation.
D.
Use gen AI to scrape the internet for publicly available information about people, and use this data to create detailed personality profiles for each customer.
Google’s responsible AI and customer-engagement design principles emphasize human augmentation (such as Google Cloud Agent Assist). Deploying AI to draft personalized responses and retrieve relevant solutions empowers human agents to deliver faster, higher-quality support while retaining human oversight. Completely eliminating human oversight (Option B), generating fake reviews (Option C), or scraping personal data without consent (Option D) violate ethical standards and Google Cloud ' s AI Principles.
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